Customer Care Specialist, Superhuman Mail

Superhuman; Deutschland; Vor Ort; EUR 5.000 - 9.000; Vollzeit

Benefits dieser Stelle

Home office stipend

Wellness stipend

Learning & development

Pet care stipend

Zusammenfassung

Superhuman is seeking a Customer Care Specialist to join our Mail team. This role directly impacts the enhancement of Superhuman’s product offerings and the transformation of the customer experience through innovative customer care.

In this role, you will become Superhuman’s most knowledgeable product expert, educate customers to master email, and communicate with customers via emails and tickets to solve their problems and improve their lives.

Qualifikationen

• 1+ year of experience in customer-facing roles, with a technical software product.
• Able to distill complexity into clear messaging; effective in a remote-first environment.
• Empathetic, accountable and proactive in challenging situations.
• Strong troubleshooting and root-cause analysis skills.
• Understand human behavior to create delight and moments of value.
• Self-motivated, able to manage multiple projects with minimal guidance.
• Excited about AI and its impact on productivity and customer experiences.
• Demonstrated ability to work independently across several initiatives.

Aufgaben

• Become Superhuman’s most knowledgeable product expert.
• Excite, educate, and encourage customers to master email.
• Communicate with customers via emails and tickets to solve problems.
• Be the voice of our customers and advocate for their needs internally.
• Influence product and growth strategy to delight customers.
• Iterate and improve team efficacy and the overall customer experience.
• Create bespoke moments of delight and go above and beyond.

Kenntnisse

Customer support experience

Remote-friendly communication

Problem solving

Technical aptitude

Independent work

Jobbeschreibung

Superhuman offers a dynamic hybrid working model for this role. This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that helps foster trust, innovation, and a strong team culture. Candidates for this role must be based in Ukraine.

About Superhuman

Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company’s products include Grammarly’s writing assistance, Coda’s collaborative workspaces, Mail’s inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here.

The Opportunity

To achieve our ambitious goals, we’re looking for a Customer Care Specialist to join our Mail team. This person will directly impact the enhancement of Superhuman’s product offerings and the transformation of the customer experience through innovative customer care.

In this role, you will:

• Become Superhuman’s most knowledgeable product expert.
• Excite, educate, and encourage customers to make them brilliant at email.
• Communicate with customers via emails and tickets to solve their problems and improve their lives.
• Be the voice of our customers, and evangelize internally for what they need.
• Influence our product and growth strategy to further delight our customers.
• Continually iterate and improve the efficacy and efficiency of the team and the entire customer experience.
• Go above and beyond by creating bespoke moments of delight.

Qualifications

• 1+ year of experience in customer-facing roles, with a technical software product.
• You can distill complexity into clear, concise messaging. You’re effective and are excellent at working in a remote-first environment.
• You move on from difficult situations stronger and happier, and bring care and intention to how your words and actions make others feel.
• You love to troubleshoot and get to the root of technical challenges.
• You develop problem-solving and communication strategies with a deep understanding of human behavior, and you enjoy creating delight and moments of pleasant surprise.
• You accept full accountability and take the initiative to find solutions that deliver better results.
• You embrace opportunities, welcome feedback, and believe you and others can always grow.
• You believe AI will revolutionize how we work and the experiences we create for our customers. Driven by passion and curiosity, you leverage AI to increase your own productivity and the impact of your team.
• You have a demonstrated ability to work independently with minimal guidance, proactively manage tasks and priorities across multiple projects, analyze and execute work efficiently, collaborate effectively with cross-functional teams, and thrive in fast-paced, results-driven environments.

Support for you, professionally and personally

• Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being.
• A connected team: Superhuman builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture. We work to foster belonging among team members in a variety of ways. This includes our team member resource groups, Superhuman Circles, which promote connection among those with shared identities including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.
• Comprehensive benefits: Superhuman offers all team members competitive pay along with a benefits package encompassing health care and ample and defined time off. We also offer support to set up a home office, wellness, and pet care stipends, learning and development opportunities, and more.
• Increased bonus: We generally offer a 50% bonus to customer care agents available to work for at least 3 hours between 9 p.m. and 9 a.m. EET and a 100% bonus to agents available to work between 9 p.m. and 6 a.m. EET.

At Superhuman, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Superhuman is an equal opportunity company.

We do not discriminate on the basis of race or ethnic origin, religion or belief, color, gender expression or identity, sexual orientation, sexual identity, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law.

For more details about the personal data Superhuman collects during the recruitment process, for what purposes, and how you can address your rights, please see the Superhuman Data Privacy Notice for Candidates here.

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