[Hiring] Customer Experience Specialist @SuperSummary

Role Description

SuperSummary is looking for a hands-on, customer-focused Customer Experience Specialist to help us deliver a great experience to our customers every day and continuously improve it.

• This role combines frontline customer support with hands-on involvement in projects that improve the customer experience and contribute to SuperSummary’s broader retention and growth goals.
• You'll spend part of your time answering tickets, solving customer problems, and providing high-quality support, occasionally connecting with customers over the phone.
• The rest of your time will focus on working with the CX Manager to execute initiatives that address customer needs, uncover opportunities, and improve CX operations.
• Expect to spend roughly half your time on each, depending on ticket volume and project priorities.

What You’ll Do

Customer Support

• Manage tickets in Freshdesk; deliver thoughtful and effective support via email while maintaining a consistent brand voice.
• Handle operational routines such as account reviews.
• Handle recurring account and billing requests, including refunds, cancellations and plan changes, and login or account access issues.
• Respond to App Store and Google Play reviews and public comments in SuperSummary’s voice.
• Reproduce and document reported bugs, escalating to Engineering and Product with clear detail.

CX Improvement & Operations

• Identify recurring issues and opportunities to improve the customer experience.
• Collect and analyze customer feedback through surveys, interviews, and support interactions.
• Improve support processes and workflows using AI and automation.
• Improve support processes and workflows, including macros, help center content, and Freshdesk configuration, using AI and automation where they help.

Customer Insights & Collaboration

• Support and contribute to projects that enhance the customer journey, reduce friction, and support retention and growth goals.
• Identify trends beyond individual tickets to understand recurring customer pain points.
• Share observations and suggestions with the CX Manager and Product team.
• Actively participate in implementing improvements and tracking their impact.

Sample Projects

• Ticket driver and self-service audit. Map our top ticket drivers to the help center article, platform feature, or chatbot action that should resolve each one.
• Customer review program. Build a repeatable process for following up with satisfied customers and inviting them to share a review.
• Knowledge base impact review. Measure whether the redesigned help center is working: compare ticket volume for covered issues against the pre-redesign baseline, track article views and top searches, and recommend what to update next.

Qualifications

• Advanced written and spoken English.
• 2–4 years of experience in customer support or customer experience, ideally at a B2C subscription, digital, or consumer product company.
• Experience owning customer experience initiatives, process improvements, or projects beyond day-to-day support.
• Experience with a help desk tool such as Freshdesk or Zendesk.
• Strong communication skills, with the ability to adapt your tone over phone or email while maintaining a consistent brand voice.
• Demonstrated ability to deliver high-quality customer support with empathy, attention to detail, strong problem-solving skills, and sound judgment.
• Comfortable using AI tools and eager to explore how they can improve workflows and efficiency.
• Strong data skills to work with spreadsheets, read a dashboard, and turn numbers into clear insights.
• Proactive, organized, and self-directed, with the ability to balance daily support responsibilities with longer-term projects, take ownership of assigned tasks, and follow through on improvements.

Location

• Remote — Latin America preferred (location flexible).
• Work with a distributed, global team in Latin America, Europe, and the US that has been remote-first since 2018.

Benefits

• Competitive salary, benefits, and vacation policy.
• Workspace improvement stipend.
• Professional development and learning stipend.