Responsibilities
- Support Operations & Knowledge Management: 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.
- Brand Voice & Social Media: 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.
- Product Feedback & User Research: 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).
- Proactive Customer Engagement: 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 where they’ve gone beyond reactive ticket-answering to build proactive engagement programs
- strong point of view on how AI tools can be leveraged to scale personalized customer interactions
Work Arrangement
Remote (Worldwide)
