Customer Experience Optimization Specialist
Job Description
About Super.com
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We started Super.com to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized. Â
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We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.
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About this team
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As part of the Customer Success Team, you will play a key role in ensuring clear and consistent customer communication while supporting data analytics initiatives. Our team manages FAQs, chat scripts, and customer-facing text, aligning content with the company’s tone of voice and leveraging advanced communication techniques to enhance customer engagement. Additionally, we analyze customer feedback to provide insights that help operational teams enhance the customer experience.
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About this role
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Join us as a Customer Experience Optimization Specialist, where you’ll have an exciting, pivotal role in improving the overall customer journey and experience at Super.com. In this role, you’ll oversee customer-facing communications—ensuring consistency and clarity across all channels—and work with CSAT data to drive actionable insights. Your contributions will directly impact our company-wide North Star: customer satisfaction, by shaping how we support and engage with our customers through effective CSAT survey design and analysis.
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You’ll utilize advanced communication strategies to craft effective messaging while also reading and interpreting data trends to guide improvements. Collaborating with cross-functional teams, you will generate reports and support continuous improvements in customer satisfaction. This is a unique opportunity to blend communication skills with data analysis to make a meaningful impact on the customer experience at Super.com.
Challenges you'll Solve
- Data Analysis and Reporting
- Analyze customer feedback from CSAT surveys, providing insights that drive operational improvements.
- Manage and interpret dashboards and reports that track customer satisfaction metrics and performance indicators.
- Identify trends in customer feedback and provide data-driven insights to support improvements in CSAT and customer experience.
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- Content Optimization
- Support and oversee customer-facing communication channels, including FAQs, chat scripts, and agent emails.
- Work closely with cross-functional teams and vertical operations managers to ensure all communications are accurate, consistent, and up to date.
- Support content optimization efforts to maintain clarity, usability, and alignment with the company’s tone of voice.
- Work closely with the Operations team, BPO partners, and other stakeholders to translate CSAT data into actionable insights that improve service delivery.
- Support OKB creations and collaborate on communication strategies across teams.
- Tackle complex challenges with initiative and analytical judgment, continuously seeking ways to improve both customer-facing content and internal processes.
- Drive improvements to CSAT survey design, collection, and analysis to increase actionable insights.
About you
- A degree in a relevant field such as Data Analytics, Marketing, Communications, Business, or a related area.
- Exceptional written communication skills, focusing on creating clear, engaging, and consistent content across all customer communication channels.
- An eye for detail and the ability to manage and organize communication channels such as FAQs and chat scripts with the ability to adapt your writing style to match the company’s tone of voice while ensuring clarity and customer engagement.
- Experience with survey design and analysis, especially related to customer satisfaction metrics. Strong analytical skills, with the ability to interpret data and offer insights
- Proficiency in CRM software and data analytics tools (e.g., Excel, Google Analytics, Looker).
- Ability to interpret dashboards, create reports, and develop presentations to communicate performance insights effectively.
Bonus Points
- Experience in travel, fintech, or SaaS industries.
- Experience in content creation, UX writing, or communication strategy.
- Familiarity with communication techniques such as neurolinguistic programming or the Fogg Behavior Model.
- Strong project management skills with a proven track record of managing multiple priorities and deadlines
We've got you covered!
- Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets Â
- We are remote first – you have the flexibility to work from around the world and the hours that make sense for you– so that you can do your best work while living life on your own termsÂ
- Other perks include: unlimited PTO, recharge days, travel discounts on Super Travel, Weekly UberEats credit.
- We welcome new family additions with generous parental leave and a flexible return-to-work plan
- This is just scratching the surface– see our careers site for a more detailed overview of our perks & benefits
We Believe in Equal OpportunityÂ
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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Â
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Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.
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Date Posted
11/23/2024
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