Customer Experience Manager - Remote

Overview

SuperSummary is looking for a proactive, customer-obsessed Customer Experience Manager to reimagine how we connect with our users. This is not a traditional support role — you’ll be the strategic voice of our customers, responsible for building the systems, relationships, and feedback loops that turn casual users into passionate advocates.

In Short

• Oversee day-to-day customer support via FreshDesk.
• Represent SuperSummary’s brand across social media and review sites.
• Coordinate user surveys and feedback sessions.
• Own proactive outreach strategy using ActiveCampaign.
• Design and launch automated lifecycle campaigns.
• Build structured feedback aggregation systems.
• Manage customer panels and beta testing groups.
• Audit and rebuild help center and FAQ content.
• Develop a response framework for social media interactions.
• Create data-driven churn prevention campaigns.

Requirements

• Excellent written and verbal English communication skills.
• 3+ years of experience in customer experience or engagement.
• Proven track record of building proactive customer engagement programs.
• Ability to work cross-functionally in a remote environment.
• Strong analytical skills for actionable insights.
• Experience with CX tools like FreshDesk and ActiveCampaign.
• Experience designing customer surveys and feedback collection.
• Strong social media fluency.
• Experience managing customer panels is a plus.
• EdTech or content platform experience is a plus.

Benefits

• Work with a distributed global team.
• Competitive salary and benefits.
• Workspace improvement stipend.
• Professional development stipend.
• Make a meaningful impact as the owner of customer experience.