Customer Experience Specialist
New
S
SuperSummaryEdTech, digital subscriptions
Workable locations: Brazil. Argentina. ChileFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Advanced written and spoken English.
- Experience
- 2–4 years of experience in customer support or customer experience
- Required Skills
- ZendeskCustomer support
Requirements
- Have 2–4 years of experience in customer support or customer experience.
- Bring experience ideally from a B2C subscription, digital, or consumer product company.
- Have experience owning customer experience initiatives, process improvements, or projects beyond day-to-day support.
- Have experience with a help desk tool such as Freshdesk or Zendesk.
- Have advanced written and spoken English.
- Communicate effectively over phone or email and adapt tone while maintaining a consistent brand voice.
- Deliver customer support with empathy, attention to detail, problem-solving skills, and sound judgment.
- Be comfortable using AI tools and interested in applying them to improve workflows and efficiency.
- Use spreadsheets and dashboards to interpret data and turn numbers into clear insights.
- Be proactive, organized, and self-directed, balancing daily support responsibilities with longer-term projects and following through on improvements.
Responsibilities
- Manage Freshdesk tickets and provide thoughtful, effective email support while maintaining a consistent brand voice.
- Handle operational routines, including account reviews and recurring billing, refund, cancellation, plan-change, login, and account-access requests.
- Respond to App Store and Google Play reviews and public comments in SuperSummary’s voice.
- Reproduce and document reported bugs, escalating them to Engineering and Product with clear detail.
- Identify recurring customer issues and opportunities to improve the customer experience.
- Collect and analyze customer feedback from surveys, interviews, and support interactions.
- Improve support processes and workflows, including macros, help center content, and Freshdesk configuration, using AI and automation where helpful.
- Identify trends across tickets and share customer pain points and suggestions with the CX Manager and Product team.
- Contribute to customer journey improvements and track their impact.
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