Customer Experience Specialist

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🌐 Brazil, Argentina, +1 more countries – Remote

🇧🇷 Brazil – Remote 🇦🇷 Argentina – Remote 🇨🇱 Chile – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SuperSummary

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

📚 Education

📱 Media

👥 B2C

Education • Media • B2C

SuperSummary is an online study-guide and reading companion service that provides in-depth Study Guides, chapter summaries, character analysis, discussion questions, quizzes, audio narration, and other learning tools for books across fiction and nonfiction. Developed by scholars and educators, the platform targets students, teachers, book-club members, and general readers with subscription-based access, an app, and resources aimed at comprehension, essay support, and classroom use.

📋 Description

• Manage tickets in Freshdesk and deliver thoughtful, effective email support while maintaining a consistent brand voice. • Handle account reviews and recurring account and billing requests, including refunds, cancellations, plan changes, login issues, and account access issues. • Respond to App Store and Google Play reviews and public comments in SuperSummary’s voice. • Reproduce and document reported bugs, escalating them to Engineering and Product with clear details. • Identify recurring customer issues and opportunities to improve the customer experience. • Collect and analyze customer feedback through surveys, interviews, and support interactions. • Improve support processes and workflows, including macros, help center content, and Freshdesk configuration, using AI and automation. • Contribute to projects that enhance the customer journey, reduce friction, and support retention and growth goals. • Identify trends and recurring customer pain points beyond individual tickets. • Share observations and suggestions with the CX Manager and Product team. • Implement improvements and track their impact. • Execute customer experience initiatives such as ticket-driver and self-service audits, customer review programs, and knowledge-base impact reviews.

🎯 Requirements

• Advanced written and spoken English. • 2–4 years of experience in customer support or customer experience, ideally at a B2C subscription, digital, or consumer product company. • 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, attention to detail, strong problem-solving skills, and sound judgment. • Comfortable using AI tools and eager to explore how they can improve workflows and efficiency. • Strong data skills to work with spreadsheets, read a dashboard, and turn numbers into clear insights. • Proactive, organized, and self-directed, with the ability to balance daily support responsibilities with longer-term projects, take ownership of assigned tasks, and follow through on improvements. • Location: Remote — Latin America preferred (location flexible).

🏖️ Benefits

• Work with a distributed, global team in Latin America, Europe, and the US that has been remote-first since 2018. • Competitive salary, benefits, and vacation policy. • Workspace improvement stipend. • Professional development and learning stipend.

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