Customer Happiness & Success Manager – Remote Southeast Asia – Author & Creative Marketplace Champion at arenaflex

About arenaflex

arenaflex is a fast‑growing, globally‑focused marketplace that empowers writers, editors, designers, marketers, translators, and a host of other creative professionals to bring books to life. With a community that now exceeds five million authors, arenaflex has redefined how stories are crafted, polished, and published. Our platform connects storytellers with the world‑class talent they need to turn ideas into beautifully bound books, audiobooks, and digital experiences. By blending cutting‑edge technology with a deep love for the written word, arenaflex has become the go‑to destination for anyone who wants to create, collaborate, and succeed in the publishing ecosystem.

Why This Role Matters

At arenaflex, the author’s journey is at the heart of everything we do. The Customer Happiness & Success Manager is the trusted guide who ensures every user—whether a first‑time author or a seasoned publishing professional—feels supported, understood, and motivated to achieve their creative goals. This role directly influences user satisfaction, platform conversion, and the overall health of our community. If you thrive on solving problems, love storytelling, and enjoy turning data‑driven insights into delightful experiences, you’ll find a home here.

Key Responsibilities

• Provide world‑class support: Respond to inquiries from arenaflex users via Intercom, Zendesk, Crisp, or similar tools, delivering timely, empathetic, and solution‑focused assistance.
• Project review and onboarding: Evaluate new projects submitted on the platform, guide authors through the onboarding process, and ensure they understand how to leverage arenaflex’s suite of services.
• Design and execute customer funnels: Craft persuasive email sequences and in‑app messages that reactivate dormant users, showcase new features, and drive higher conversion rates.
• Maintain a living FAQ: Continuously update the knowledge base based on emerging user questions, feedback, and product changes, ensuring information is always accurate and helpful.
• Advocate for product improvements: Gather and synthesize user feedback, then collaborate with product, design, and engineering teams to propose enhancements that solve real‑world problems.
• Champion a high Net Promoter Score (NPS): Monitor satisfaction metrics, identify trends, and implement initiatives that keep arenaflex’s NPS at industry‑leading levels (currently 86%).
• Collaborate across a small, high‑impact team: Work closely with eight cross‑functional teammates, sharing insights, celebrating wins, and iterating quickly on experiments.
• Weekend on‑call rotation: Participate in an every‑other‑weekend support schedule to ensure the community receives uninterrupted assistance.

Essential Qualifications

• Minimum 5 years of hands‑on experience in customer support, preferably using platforms such as Intercom, Crisp, Zendesk, or similar.
• Proven track record of automating support workflows to increase efficiency and reduce response times.
• Deep understanding of onboarding best practices and conversion‑rate‑optimization (CRO) techniques, with examples of successful campaigns.
• Entrepreneurial mindset: ability to take ownership, experiment, and iterate without waiting for direction.
• Exceptional written communication skills—flawless grammar, clear articulation, and a knack for turning complex concepts into simple, friendly language.
• Native‑level proficiency in English (spoken and written).
• Willingness to be on‑call every other weekend, ensuring continuous coverage for our global community.

Preferred Qualifications & Bonus Points

• Experience working in a marketplace environment or within the creative publishing industry.
• Fluency in additional languages (e.g., Mandarin, Bahasa Indonesia, Thai, Vietnamese) to support a diverse Southeast Asian user base.
• Demonstrated ambition, a growth‑oriented attitude, and a sense of humor that helps keep the team culture vibrant.
• Familiarity with analytics tools (Google Analytics, Mixpanel, Amplitude) to track funnel performance and user behavior.
• Background in community management or user advocacy, especially within author or creative professional circles.

Core Skills & Competencies

• Customer‑Centric Problem Solving: Ability to diagnose issues quickly, propose actionable solutions, and follow through until resolution.
• Data‑Driven Decision Making: Comfort interpreting metrics, A/B test results, and user feedback to refine support strategies.
• Communication & Storytelling: Craft compelling copy for emails, in‑app messages, and knowledge‑base articles that resonate with authors and creatives.
• Technical Savvy: Familiarity with SaaS platforms, API integrations, and basic troubleshooting of web‑based tools.
• Collaboration & Influence: Work effectively with product, engineering, marketing, and design teams, championing the voice of the customer.
• Adaptability & Resilience: Thrive in a fast‑moving startup environment where priorities shift and new challenges emerge daily.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Customer Happiness & Success Manager, you will have access to:

• Mentorship from senior leaders who have built successful SaaS products and global marketplaces.
• Regular workshops on CRO, product analytics, and advanced support automation tools.
• Opportunities to lead cross‑functional projects, such as launching new feature roll‑outs or designing community‑driven initiatives.
• Clear pathways to senior roles, including Senior Customer Success Manager, Team Lead, or Product Operations Manager.
• Conference sponsorships and a budget for continuous learning (online courses, certifications, books).

Work Environment & Culture at arenaflex

Our remote‑first culture is built on trust, autonomy, and a shared passion for storytelling. We celebrate diversity, encourage curiosity, and foster a supportive environment where every voice matters. Key cultural pillars include:

• Flexibility: Choose your own hours (within core overlap) and work from any location in Southeast Asia.
• Collaboration: Weekly video stand‑ups, monthly virtual coffee chats, and quarterly in‑person retreats to strengthen bonds.
• Inclusivity: A multicultural team that welcomes applicants of all backgrounds, with language support and cultural awareness initiatives.
• Fun & Humor: Regular game nights, themed Slack channels, and a light‑hearted approach to problem‑solving.
• Impact: Directly see how your work improves author experiences, boosts platform adoption, and contributes to the success of countless books.

Compensation, Perks & Benefits

arenaflex offers a competitive salary range of $25,000 – $45,000 USD, commensurate with experience and expertise. In addition to base pay, you will enjoy a comprehensive benefits package that includes:

• Fully remote work setup with a home‑office stipend.
• Paid parental leave (both maternity and paternity) to support family growth.
• Annual team retreat—an immersive, off‑site experience that blends learning, adventure, and team bonding.
• Health & wellness allowance, including mental‑health resources.
• Generous vacation policy and flexible holidays to honor cultural celebrations across Southeast Asia.
• Performance‑based bonuses tied to NPS improvements and conversion milestones.
• Access to arenaflex’s internal library of books, courses, and creative tools.

How to Apply

If you are excited about shaping the future of publishing, love helping creators succeed, and thrive in a dynamic, remote environment, we want to hear from you. Submit your resume, a brief cover letter highlighting your most relevant experience, and any portfolio or case studies that demonstrate your impact on customer satisfaction and conversion.

Join arenaflex and become part of a mission‑driven team that is redefining how stories are told, shared, and celebrated worldwide.

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