Customer Experience Specialist

SuperSummary is transforming how millions of readers discover, understand, and connect with books through its comprehensive literature platform, combining nearly 10,000 expert-crafted Study Guides with interactive, AI-powered tools. The company is a fully remote, global team focused on enhancing reading experiences for students, teachers, book clubs, and lifelong learners.

About the Job

SuperSummary is seeking a hands-on, customer-focused Customer Experience Specialist to deliver exceptional customer experiences daily and drive continuous improvement. This role blends frontline support with CX improvement projects, balancing roughly 50% support and 50% CX initiatives based on ticket volume and priorities.

The ideal candidate has 2–4 years of experience in customer support or CX, particularly in B2C subscription or digital product companies. You should be proactive, detail-oriented, comfortable with data and AI tools, and capable of managing both daily tasks and long-term projects.

Customer Support

• Manage tickets in Freshdesk and provide thoughtful support via email while maintaining a consistent brand voice.
• Handle account reviews, recurring billing requests (refunds, cancellations, plan changes), and login/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 details.

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, including macros, help center content, and Freshdesk configuration.

Customer Insights & Collaboration

• Support projects enhancing the customer journey, reducing friction, and supporting retention and growth goals.
• Identify trends beyond individual tickets to uncover 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 top ticket drivers to help center articles, platform features, or chatbot actions to resolve them, setting baselines for self-service goals.
• Customer review program: Build a repeatable process for following up with satisfied customers and inviting them to share reviews.
• Knowledge base impact review: Measure the effectiveness of the redesigned help center by comparing ticket volume, article views, and top searches against pre-redesign baselines.

Requirements

• 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 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 dashboards, 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.