Customer Experience Manager

SuperSummary is transforming how millions of readers discover and connect with books. They are seeking a proactive Customer Experience Manager to enhance user engagement and build systems that turn casual users into passionate advocates.

Responsibilities:

• 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
• 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
• 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)
• 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
• Design and launch an automated lifecycle campaign in ActiveCampaign that introduces new subscribers to premium features during their first 30 days
• Build a structured feedback aggregation system that transforms scattered inputs into a monthly insights report for Product and Leadership
• Recruit and manage a panel of 50–100 engaged users who participate in regular surveys, beta tests, and feature feedback sessions
• Audit and rebuild the help center and FAQ content to reduce ticket volume by 20%+ within 6 months
• Develop a response framework and brand voice guide for customer interactions across all social platforms
• Build a data-driven early warning system using Amplitude behavioral data to identify at-risk subscribers and trigger personalized re-engagement outreach
• Develop a proactive strategy to increase TrustPilot rating and review volume through systematic follow-up with satisfied customers

Requirements:

• Excellent written and verbal communication skills
• 3+ 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