Remote Customer Experience Specialist: CX & Growth

SuperSummary; United States; Remote; CLP 34,113,000 - 58,480,000; Full time

Job summary

SuperSummary is seeking a hands-on Customer Experience Specialist to join a remote-first team. You will handle frontline support, resolve billing questions, and partner with the CX Manager on initiatives that improve the customer journey.

Expect a mix of ticket work and project work aimed at retention and growth. You have experience with consumer subscriptions or digital products, strong English, and comfort using AI tools to streamline workflows.

Qualifications

• Advanced written and spoken English.
• 2-4 years of experience in customer support or customer experience.
• Experience owning customer experience initiatives, process improvements, or projects beyond day-to-day support.
• Experience with a help desk tool such as Freshdesk or Zendesk.
• Strong communication skills, with the ability to adapt your tone over phone or email while maintaining a consistent brand voice.
• Demonstrated ability to deliver high‑quality customer support with empathy and attention to detail.
• Comfortable using AI tools to improve workflows and efficiency.
• Strong data skills to work with spreadsheets and turn numbers into insights.

Responsibilities

• Handle tickets and provide email support with brand voice.
• Resolve account and billing requests, including refunds and plan changes.
• Own recurring operational routines, including audits and data quality checks.
• Respond to reviews in SuperSummary's voice.
• Reproduce and document reported bugs and escalate with clear detail.
• Improve support processes using macros, help center content, and AI.
• Identify bottlenecks and implement solutions.
• Collect and analyze customer feedback and share insights with the CX Manager and Product team.
• Contribute to projects reducing friction in the customer journey.
• Participate in building a knowledge base and self-service improvements.

Skills

Advanced English

Customer support experience

CX initiatives ownership

Freshdesk / Zendesk

Strong communication

Data skills (spreadsheets)

Proactive & organized

AI tools for workflow

Tools

Freshdesk

Zendesk

Job description

SuperSummary is seeking a hands-on Customer Experience Specialist to join a remote-first team. You will handle frontline support, resolve billing questions, and partner with the CX Manager on initiatives that improve the customer journey.

Expect a mix of ticket work and project work aimed at retention and growth. You have experience with consumer subscriptions or digital products, strong English, and comfort using AI tools to streamline workflows.