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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced proficiency in written and spoken English while providing empathetic and accurate customer support for technical products. Capable of collaborating across teams to enhance support operations and improve customer retention through effective problem-solving and communication.
Highest-signal resume keywords
Customer Support ExperienceTechnical Product KnowledgeAdvanced English ProficiencyCritical Thinking SkillsAI Tool Utilization
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportProblem-SolvingReading ComprehensionAttention to DetailTroubleshootingTicketing Systems
Soft Skills
Empathetic CommunicationPatienceTeam-First MindsetIndependenceTime Management
Tools & Technologies
SlackBrowsersAI Tools
Industry Keywords
Customer RetentionService-Level AgreementsSupport OperationsTechnical SupportSubscription Management
About the role
Key responsibilities & impact- Provide accurate, empathetic, and on-brand customer support
- Handle product questions and nuanced account and subscription needs
- Support Superhuman customers through General Support, Business Support, or Mail Delight
- Handle account, subscription, and product-offering inquiries via email
- Support Grammarly for Business and Grammarly for Education customers via email and live chat
- Help Superhuman Mail customers master email and troubleshoot problems via email
- Proactively address customer dissatisfaction and offer policy-aligned solutions
- Collaborate on projects improving the efficiency and quality of support operations
- Use AI tools to support customers more efficiently and accurately
- Collaborate with Product, Engineering, Sales, Account Management, and Customer Success
- Work toward support service-level agreements and improve customer retention and advocacy
Requirements
What you’ll need- At least one year of previous experience providing help or service to clients, ideally with a technical or software product
- Passion for delivering outstanding customer service
- Advanced proficiency in written and spoken English
- Strong critical thinking and problem-solving skills
- Clear, empathetic communication and patience
- Exceptional reading comprehension and attention to detail
- Ability to navigate large volumes of complex information
- Comfort working across common software and tools, including browsers and Slack
- Ticketing system experience is a plus but not required
- Curiosity for troubleshooting and identifying root causes
- Ability to work independently with minimal guidance
- Ability to manage priorities across multiple tasks in a fast-paced, results-driven environment
- Interest in using AI to improve productivity and customer experience
- Team-first mindset
- Must be based in Warsaw
Benefits
Comp & perks- Competitive pay
- Health care benefits
- Ample and defined time off
- Home office setup support
- Wellness stipend
- Pet care stipend
- Learning and development opportunities
- Professional growth opportunities
- Team member resource groups and Superhuman Circles
- Global, local, and team-specific celebration programs
- Comprehensive relocation support to Warsaw
- Relocation bonus for additional expenses, including temporary housing
- 50% bonus for customer care agents available to work at least 3 hours between 8 p.m. and 8 a.m. CET
- 100% bonus for agents available to work between 8 p.m. and 5 a.m. CET