Customer Experience Specialist
Job Description
About the Company
SuperSummary is transforming how millions of readers discover, understand, and connect with books. We’re building the world’s most comprehensive literature platform — combining nearly 10,000 expert-crafted Study Guides with interactive, innovative tools that make reading more engaging, rewarding, and fun. Beyond summaries, our paid subscription offers chapter-by-chapter analysis, character breakdowns, themes and symbols exploration, thought-provoking discussion questions, and interactive quizzes. Our growing suite of AI-powered features helps readers engage more deeply with texts, whether they’re students tackling assignments, teachers preparing lessons, book clubs seeking richer conversations, or lifelong learners exploring new genres.
Founded over a decade ago, SuperSummary’s website and mobile app has become a trusted, go-to resource for curious readers worldwide. We’re part of the Lift Ventures portfolio of EdTech brands (with over 250 million consumers reached to date) and are a fully remote, global team united by curiosity, creativity, and a shared love of learning.
About the Job
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.
The ideal candidate has experience in customer support at a consumer subscription or digital product company, with a track record of contributing to projects beyond day-to-day support. You're proactive, detail-oriented, comfortable working with data and AI tools, and able to balance daily responsibilities with longer-term initiatives. You take initiative, enjoy collaborating with others, and follow through on your work.
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. Your findings set the baseline for our self-service goals and shape which knowledge base articles we rewrite first.
- 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.
- 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).
