Customer Experience Manager

About the Company

SuperSummary is transforming how millions of readers discover, understand, and connect with books. We’re building the world’s most comprehensive literature platform — combining nearly 10,000 expert-written Study Guides with interactive, innovative tools that make reading more engaging, rewarding, and fun. Beyond summaries, our paid subscription offers chapter-by-chapter analysis, character breakdowns, themes and symbols exploration, thought-provoking discussion questions, and interactive quizzes. Our growing suite of AI-powered features helps readers engage more deeply with texts, whether they’re students tackling assignments, teachers preparing lessons, book clubs seeking richer conversations, or lifelong learners exploring new genres.

Founded over a decade ago, SuperSummary’s website and mobile app has become a trusted, go-to resource for curious readers worldwide. We’re part of the Lift Ventures portfolio of EdTech brands (with over 250 million consumers reached to date) and are a fully remote, global team united by curiosity, creativity, and a shared love of learning.

About the Job

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.

Reporting to the Head of Product, you will own the full customer experience: from proactive outreach campaigns that drive engagement and feature adoption, to coordinating user research with our Product team, to representing SuperSummary’s brand in conversations across social media and review platforms. You’ll inherit a functioning support operation and transform it into a strategic customer engagement engine.

The ideal candidate has experience at a consumer subscription product where they’ve gone beyond reactive ticket-answering to build proactive engagement programs. You’re equally comfortable designing an automated email campaign to re-engage lapsed subscribers as you are jumping into a social media conversation about a user’s favorite book. You have a strong point of view on how AI tools can be leveraged to scale personalized customer interactions — and you’re eager to put that into practice.

What You’ll Do

Support Operations & Knowledge Management: Oversee day-to-day customer support via FreshDesk; own and improve help center, FAQ, and self-service resources; manage escalations for technical, billing, and content issues; report on CX metrics and trends to leadership.

Brand Voice & Social Media: Represent SuperSummary’s brand across social media, review sites, and community forums; develop a consistent brand voice; monitor social media for customer sentiment; collaborate with the Social Media Specialist and Growth team.

Product Feedback & User Research: Serve as the primary bridge between customers and the Product team; coordinate user surveys, interviews, and feedback sessions; manage customer panels and beta testing groups; maintain feedback tracking systems (Airtable).

Proactive Customer Engagement: Own proactive outreach strategy; support lifecycle communication flows using ActiveCampaign and Amplitude; monitor engagement data to identify at-risk users; execute NPS, CSAT, and satisfaction surveys.

Sample Projects

Subscriber Engagement Automation: Design and launch an automated lifecycle campaign in ActiveCampaign that introduces new subscribers to premium features during their first 30 days.

Voice of Customer Program: Build a structured feedback aggregation system that transforms scattered inputs into a monthly insights report for Product and Leadership.

Customer Panel Launch: Recruit and manage a panel of 50–100 engaged users who participate in regular surveys, beta tests, and feature feedback sessions.

Self-Service Overhaul: Audit and rebuild the help center and FAQ content to reduce ticket volume by 20%+ within 6 months.

Social Media Engagement Playbook: Develop a response framework and brand voice guide for customer interactions across all social platforms.

Churn Prevention Campaign: Build a data-driven early warning system using Amplitude behavioral data to identify at-risk subscribers and trigger personalized re-engagement outreach.

Review & Reputation Strategy: Develop a proactive strategy to increase TrustPilot rating and review volume through systematic follow-up with satisfied customers.

Requirements

Required Qualifications

• Near native written and verbal English communication skills.

• 3–6 years of experience in customer experience, customer engagement, community management, or customer success at a B2C subscription or consumer product company.

• Proven track record of building proactive customer engagement programs beyond reactive support.

• Demonstrated ability to work cross-functionally with Product, Engineering, and Marketing teams in a remote environment.

• Strong analytical skills with the ability to turn customer data into actionable insights.

• Demonstrated experience leveraging AI tools to scale customer interactions. Hands-on experience with CX tools such as FreshDesk, ActiveCampaign, Amplitude, and Airtable.

• Experience designing and running customer surveys, NPS programs, and structured feedback collection.

• Strong social media fluency with experience representing a brand voice across multiple platforms.

• Experience managing customer panels, beta testing groups, or user research programs is a strong plus.

• EdTech or content platform experience is a strong plus.

Perks & 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.

• Make a meaningful impact as the owner of SuperSummary’s customer experience function.