Customer Experience Specialist

This is a fully remote position, open to applicants in Brazil, +2 more countries.

📋 Description

• Oversee ticket management in Freshdesk, providing thoughtful and effective email support while ensuring a consistent brand voice.

• Manage account reviews and handle recurring requests related to accounts and billing, including refunds, cancellations, plan modifications, login challenges, and access issues.

• Address reviews and public comments on the App Store and Google Play in SuperSummary’s distinct voice.

• Replicate and document reported bugs, escalating them to the Engineering and Product teams with detailed information.

• Recognize recurring customer issues and pinpoint opportunities to enhance the customer experience.

• Gather and analyze customer feedback through surveys, interviews, and support interactions.

• Optimize support processes and workflows, including macros, help center content, and Freshdesk configuration, leveraging AI and automation.

• Participate in initiatives that improve the customer journey, minimize friction, and support goals for retention and growth.

• Detect trends and recurring customer pain points that extend beyond individual tickets.

• Communicate observations and recommendations to the CX Manager and Product team.

• Implement enhancements and monitor their effectiveness.

• Carry out customer experience initiatives such as ticket-driver and self-service audits, customer review programs, and knowledge-base impact assessments.

⛳️ Requirements

• Proficient in written and spoken English at an advanced level.

• 2–4 years of experience in customer support or customer experience, preferably within a B2C subscription, digital, or consumer product company.

• Experience in leading customer experience initiatives, process enhancements, or projects beyond routine support tasks.

• Familiarity with help desk tools such as Freshdesk or Zendesk.

• Excellent communication skills, capable of adjusting tone over phone or email while maintaining a consistent brand voice.

• Proven ability to deliver exceptional customer support with empathy, meticulous attention to detail, strong problem-solving capabilities, and sound judgment.

• Comfortable utilizing AI tools and enthusiastic about exploring their potential to enhance workflows and efficiency.

• Strong analytical skills to manage spreadsheets, interpret dashboards, and translate data into actionable insights.

• Self-motivated, organized, and proactive, able to balance day-to-day support tasks with longer-term projects, take ownership of assigned responsibilities, and follow through on improvements.

• Location: Remote — Preference for candidates in Latin America (location is flexible).

🏝️ Benefits

• Collaborate with a distributed global team across Latin America, Europe, and the US that has embraced remote work since 2018.

• Competitive salary, comprehensive benefits, and generous vacation policy.

• Stipend for workspace enhancements.

• Stipend for professional development and educational opportunities.