Customer Support (Marketplace)

TL;DR

Customer Support (Marketplace): Offering support to authors and creative publishing professionals with an accent on user reactivation and conversion optimization. Focus on building customer funnels, maintaining FAQs, and contributing to a high NPS.

Location: Remote. Must be based in United Kingdom, Canada, Colombia, France, Netherlands, Philippines, Portugal, Singapore, Spain, or United States

Salary: $25k – $45k

Company

hirify.global is a marketplace that provides authors with tools and resources to create books by connecting them with top publishing professionals.

What you will do

• Provide support to authors and creative publishing professionals.
• Review project submissions on the platform.
• Design emails and in-app messages to reactivate users and introduce features.
• Update the FAQ based on user feedback.
• Suggest product improvements based on user insights.
• Maintain and improve the platform's NPS.

Requirements

• 5+ years of customer support experience (Intercom, Crisp, Zendesk, etc.).
• Experience with support process automation.
• Strong understanding of onboarding and conversion rate optimization (CRO).
• Native-level English speaker
• Availability to work every other weekend

Nice to have

• Experience in marketplaces or creative industries.
• Fluency in multiple languages.

Culture & Benefits

• Work from home.
• Paid paternal and maternal leave.
• Annual team retreats.