Customer Experience Manager

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Supervise daily customer support operations through FreshDesk; take ownership of and enhance the help center, FAQ, and self-service resources; handle escalations for technical, billing, and content-related issues; provide reports on customer experience metrics and trends to leadership.

• Act as a representative for SuperSummary’s brand across social media platforms, review sites, and community forums; establish a consistent brand voice; track social media for customer sentiment; collaborate with the Social Media Specialist and Growth team.

• Function as the main link between customers and the Product team; organize user surveys, interviews, and feedback sessions; manage customer panels and beta testing groups; ensure the maintenance of feedback tracking systems (Airtable).

• Lead proactive outreach initiatives; assist with lifecycle communication flows using ActiveCampaign and Amplitude; analyze engagement data to pinpoint at-risk users; implement NPS, CSAT, and satisfaction surveys.

⛳️ Requirements

• Near-native proficiency in written and verbal English communication.

• 3–6 years of experience in customer experience, customer engagement, community management, or customer success in a B2C subscription or consumer product environment.

• Demonstrated success in developing proactive customer engagement programs that go beyond reactive support.

• Proven ability to collaborate cross-functionally with Product, Engineering, and Marketing teams in a remote setting.

• Strong analytical capabilities with the skill to transform customer data into actionable insights.

• Experience utilizing AI tools to enhance customer interactions.

• Practical knowledge of customer experience tools such as FreshDesk, ActiveCampaign, Amplitude, and Airtable.

• Background in designing and executing customer surveys, NPS programs, and structured feedback collection.

• Strong familiarity with social media and experience in conveying a brand voice across various platforms.

• Experience in managing customer panels, beta testing groups, or user research programs is highly advantageous.

• Experience in the EdTech sector or content platforms is a significant plus.

🏝️ Benefits

• Collaborate with a distributed, global team based in Latin America, Europe, and the US that has been remote-first since 2018.

• Receive a competitive salary along with benefits and a vacation policy.

• Access to a workspace improvement stipend.

• Benefit from a professional development and learning stipend.

• Make a significant impact as the leader of SuperSummary’s customer experience function.