Customer Happiness Manager – Author Support & Community Experience Specialist

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About arenaflex

Welcome to arenaflex, where we're on a mission to give authors the tools and resources they need to create beautiful books. Our innovative marketplace brings together the industry's most talented publishing professionals — including award-winning editors, bestselling book marketers, and internationally recognized cover designers who have worked with acclaimed authors across the globe.

Since our founding, we've grown into a thriving community of over 5,000,000 authors, and we've fundamentally transformed the way people write and publish their books. We believe that every author deserves access to world-class publishing talent, and we're proud to be the bridge that connects creative dreamers with the professionals who can bring their stories to life.

At arenaflex, we don't just build a platform — we nurture a community. We're looking for someone who shares our passion for supporting authors and creative professionals throughout their publishing journey. Want to hop on board and help us get to our next destination? Cool, keep reading!

Position Overview

Are you a customer experience champion who thrives on helping others succeed? Do you have a knack for turning complex problems into elegant solutions? If so, we have an exciting opportunity for you to join our growing team as a Customer Happiness Manager at arenaflex.

In this role, you'll be the friendly face and voice of arenaflex, providing exceptional support to our community of authors and creative publishing professionals, including editors, designers, marketers, publicists, ghostwriters, translators, and more. You'll not only resolve customer inquiries but also play a pivotal role in optimizing conversion rates and enhancing the overall user experience on our platform.

You'll join a collaborative team of 8 talented professionals who are all committed to making the publishing journey smoother and more enjoyable for our users. This is a remote position that offers flexibility while maintaining meaningful connections with your team and the authors we serve.

What You'll Be Doing

Your role at arenaflex is multifaceted and dynamic. No two days will be exactly the same, which is part of what makes this position so exciting. Here's what you can expect to be involved in:

• Author Support Excellence: You'll be the first point of contact for arenaflex users, responding to inquiries via our support platforms (Intercom, Crisp, Zendesk, and similar tools). You'll troubleshoot issues, answer questions about our services, and ensure every author feels heard, valued, and supported throughout their publishing journey.


• Project Quality Review: You'll review projects submitted on the arenaflex marketplace to ensure they meet our quality standards and community guidelines. This involves careful attention to detail and a deep understanding of what makes a successful publishing project.


• Customer Funnel Optimization: You'll design and implement email campaigns and in-app messages to reactivate dormant users and introduce new features to our existing community. Your work will directly impact user engagement and help authors make the most of what arenaflex has to offer.


• Knowledge Base Development: You'll maintain and update our comprehensive FAQ section based on user feedback and common questions. This involves analyzing support tickets to identify trends and proactively creating resources that help users help themselves.


• Product Improvement Advocacy: You'll gather and synthesize user feedback to suggest new product features and improvements. Your insights will help shape the future of the arenaflex platform, ensuring we continue to meet the evolving needs of our creative community.


• NPS Excellence: You'll contribute to maintaining our outstanding Net Promoter Score, currently at an impressive 86! You'll identify opportunities to exceed customer expectations and turn every interaction into a chance to build lasting relationships.

What We're Looking For

Essential Qualifications

To succeed in this role, you'll need to bring a combination of experience, skills, and mindset:

• Extensive Customer Support Experience: You should have at least 5 years of experience in customer support roles, with familiarity using modern support platforms like Intercom, Crisp, Zendesk, or similar tools. You know how to navigate ticketing systems, manage customer relationships, and deliver consistent, high-quality support.


• Process Automation Skills: You have experience identifying inefficiencies and automating support processes to improve response times and team productivity. You're not afraid to learn new tools and find creative solutions to repetitive challenges.


• CRO Expertise: You have a strong understanding of onboarding best practices and conversion rate optimization techniques. You know how to identify friction points in the user journey and propose solutions that improve user activation and retention.


• Entrepreneurial Mindset: You're proactive, self-motivated, and comfortable working in a fast-paced startup environment. You see problems as opportunities and take ownership of your work from start to finish.


• Exceptional Writing Skills: You can write clearly, accurately, and persuasively — with perfect grammar and spelling. Since much of your work will involve email campaigns, FAQ documentation, and in-app messaging, your ability to communicate effectively in writing is essential.


• Native English Proficiency: You must be a native-level English speaker to ensure our communications maintain the highest quality standards and resonate authentically with our diverse author community.


• Weekend Availability: You must be available to work every other weekend, as our global community of authors and publishing professionals spans multiple time zones and requires responsive support throughout the week.

Bonus Points

While not required, these qualities would make you an even stronger candidate:

• Marketplace or Creative Industry Experience: Previous experience working for a marketplace platform or in the creative/writing/publishing industry is a significant plus. You'll already understand the unique needs and challenges faced by authors and creative professionals.


• Multilingual Abilities: If you're fluent in multiple languages, we'd love to hear from you! Our community is global, and language skills help us serve authors from diverse backgrounds.


• Ambitious Learning Attitude: A genuine desire to learn, grow, and contribute to a positive team culture goes a long way at arenaflex. Combined with a great sense of humor, these traits make for an outstanding team member.

Why You'll Love Working at arenaflex

At arenaflex, we believe that happy employees create happy customers. That's why we've built a work environment that supports your wellbeing, growth, and professional development:

• Remote Work Flexibility: Enjoy the freedom to work from home (or anywhere that inspires you!). We trust our team members to manage their time effectively and maintain a healthy work-life balance.


• Generous Parental Leave: We support our team members during life's most important moments. Both paid paternal and maternal leave policies ensure you can focus on your growing family without financial stress.


• Annual Team Retreat: We believe in the power of in-person connection. Our annual team retreat brings everyone together to celebrate successes, brainstorm ideas, and strengthen the bonds that make arenaflex a great place to work.


• Professional Growth: You'll have ample opportunities to learn, develop new skills, and advance your career. Whether it's through cross-functional projects, training programs, or direct mentorship, we're invested in your growth.


• Meaningful Impact: Every interaction you have with an author or publishing professional contributes to helping someone achieve their creative dreams. There's something incredibly fulfilling about knowing your work makes a difference in people's lives.


• Collaborative Culture: You'll be part of a supportive team that values collaboration, transparency, and mutual respect. We celebrate each other's successes and lift each other up during challenges.

Compensation & Benefits

We offer a competitive salary range of $25,000 – $45,000, reflecting our commitment to fair and transparent compensation. In addition to your base salary, you'll enjoy the comprehensive benefits package described above, including remote work flexibility, generous parental leave, and our annual team retreat.

Join the arenaflex Family

If you're passionate about customer experience, excited about the publishing industry, and ready to make a meaningful impact, we encourage you to apply for this position. At arenaflex, you'll find more than just a job — you'll find a community of like-minded professionals who are all working toward a common goal: helping authors create beautiful books and bringing their stories to the world.

We're here to give authors the tools and resources they need to succeed. Now we need someone special to help us deliver on that promise every single day. If that's you, we'd love to hear from you!

Note: America-based candidates only. We appreciate your understanding.