SuperSummary

Customer Support

• 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.

Explore Customer Experience Specialist at SuperSummary. Review requirements and application details.

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Customer Experience Specialist