Customer Experience Specialist

SuperSummary

. Manage tickets in Freshdesk and deliver thoughtful, effective email support while maintaining a consistent brand voice.

Posted 11/5/2026full-timeRemote • Brazil, Argentina, ChileJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced written and spoken English proficiency, strong customer support experience, and the ability to implement process improvements using AI tools. Capable of analyzing customer feedback and trends to enhance the customer journey and support retention goals.

Highest-signal resume keywords

Customer Support ExperienceHelp Desk Tool ProficiencyProcess Improvement InitiativesStrong Communication SkillsData Analysis Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience ManagementProcess ImprovementData AnalysisBug DocumentationTicket Management

Soft Skills

EmpathyAttention to DetailProblem-SolvingProactivityOrganization

Tools & Technologies

FreshdeskZendeskAI ToolsSpreadsheets

Industry Keywords

B2C SubscriptionDigital ProductsCustomer JourneyCustomer FeedbackSelf-Service Audits

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.