SuperSummary

Customer Experience Manager

SuperSummary

full-time

Posted on:

Location Type: Remote

Location: Colorado • United States

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Salary

💰 $40,000 - $50,000 per year

About the role

  • 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.
  • 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.
  • 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).
  • 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.
  • Design and launch an automated lifecycle campaign in ActiveCampaign that introduces new subscribers to premium features during their first 30 days.
  • Build a structured feedback aggregation system that transforms scattered inputs into a monthly insights report for Product and Leadership.
  • Recruit and manage a panel of 50–100 engaged users who participate in regular surveys, beta tests, and feature feedback sessions.
  • Audit and rebuild the help center and FAQ content to reduce ticket volume by 20%+ within 6 months.
  • Develop a response framework and brand voice guide for customer interactions across all social platforms.
  • Build a data-driven early warning system using Amplitude behavioral data to identify at-risk subscribers and trigger personalized re-engagement outreach.
  • Develop a proactive strategy to increase TrustPilot rating and review volume through systematic follow-up with satisfied customers.

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.
  • Experience managing customer panels, beta testing groups, or user research programs is a strong plus.
  • EdTech or content platform experience is a strong plus.
Benefits
  • Competitive salary, benefits, and vacation policy.
  • Workspace improvement stipend.
  • Professional development and learning stipend.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experiencecustomer engagementcommunity managementcustomer successanalytical skillscustomer surveysNPS programsfeedback collectionproactive customer engagement programsAI tools
Soft Skills
written communicationverbal communicationcross-functional collaborationanalytical thinkingbrand voice developmentcustomer sentiment monitoringproactive outreachdata-driven decision makinguser engagementteam management