Customer Experience Manager
About The Position
SuperSummary is looking for a proactive, customer-obsessed Customer Experience Manager to reimagine how we connect with our users. This is not a traditional support role — you’ll be the strategic voice of our customers, responsible for building the systems, relationships, and feedback loops that turn casual users into passionate advocates. Reporting to the Head of Product, you will own the full customer experience: from proactive outreach campaigns that drive engagement and feature adoption, to coordinating user research with our Product team, to representing SuperSummary’s brand in conversations across social media and review platforms. You’ll inherit a functioning support operation and transform it into a strategic customer engagement engine. The ideal candidate has experience at a consumer subscription product where they’ve gone beyond reactive ticket-answering to build proactive engagement programs. You’re equally comfortable designing an automated email campaign to re-engage lapsed subscribers as you are jumping into a social media conversation about a user’s favorite book. You have a strong point of view on how AI tools can be leveraged to scale personalized customer interactions — and you’re eager to put that into practice.
Requirements
- Excellent written and verbal English communication skills.
- 3+ years of experience in customer experience, customer engagement, community management, or customer success at a B2C subscription or consumer product company.
- Proven track record of building proactive customer engagement programs beyond reactive support.
- Demonstrated ability to work cross-functionally with Product, Engineering, and Marketing teams in a remote environment.
- Strong analytical skills with the ability to turn customer data into actionable insights.
- Demonstrated experience leveraging AI tools to scale customer interactions. Hands-on experience with CX tools such as FreshDesk, ActiveCampaign, Amplitude, and Airtable.
- Experience designing and running customer surveys, NPS programs, and structured feedback collection.
- Strong social media fluency with experience representing a brand voice across multiple platforms.
Nice To Haves
- Experience managing customer panels, beta testing groups, or user research programs is a strong plus.
- EdTech or content platform experience is a strong plus.
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.
Benefits
- Work with a distributed, global team in Latin America, Europe, and the US that has been remote-first since 2018.
- Competitive salary, benefits, and vacation policy.
- Workspace improvement stipend.
- Professional development and learning stipend.
- Make a meaningful impact as the owner of SuperSummary’s customer experience function.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
11-50 employees
