Responsibilities
- Oversee day-to-day customer support via FreshDesk
- Own and improve help center, FAQ, and self-service resources
- Manage escalations for technical, billing, and content issues
- Report on CX metrics and trends to leadership
- Represent SuperSummary’s brand across social media, review sites, and community forums
- Develop a consistent brand voice
- Monitor social media for customer sentiment
- Collaborate with the Social Media Specialist and Growth team
- Serve as the primary bridge between customers and the Product team
- Coordinate user surveys, interviews, and feedback sessions
- Manage customer panels and beta testing groups
- Maintain feedback tracking systems (Airtable)
- Own proactive outreach strategy
- Support lifecycle communication flows using ActiveCampaign and Amplitude
- Monitor engagement data to identify at-risk users
- Execute NPS, CSAT, and satisfaction surveys
Requirements
- Experience at a consumer subscription product
- Proven ability to go beyond reactive ticket-answering to build proactive engagement programs
- Comfortable designing automated email campaigns and engaging in social media conversations
- Strong point of view on how AI tools can be leveraged to scale personalized customer interactions
Work Arrangement
Remote (Worldwide)
Team
Structure: fully remote, global team
