Customer Support Lead (Remote)

Job description

SuperSummary, a fast-growing digital publisher of literature study guides and other educational content, seeks a Customer Support Lead for a part-time, remote position. Perks include flexible hours and remote work with a team that is passionate about making a positive impact in the lives of millions of students, teachers, and readers of all types.


You are:

  • a strategic, big-picture thinker who loves streamlining processes and implementing improvements,
  • a dedicated contractor looking to cultivate a long-term relationship,
  • self-driven to manage own work and results with high standards, and
  • excited about educational content, learning, and professional development.


Core Responsibilities:

  • Field ticket-based helpdesk and provide email support in a timely and professional manner
  • Provide inbound/outbound call support as needed
  • Research/resolve customer issues using various platforms and tools
  • Identify complex issues and escalate to cross-functional teams
  • Process customer transactions, including refunds and credits, in accordance with company policy
  • Quickly, effectively, and proactively solve customer challenges
  • Track key metrics and support data while maintaining highly organized documentation
  • Adhere to industry standard SLAs and consistently meet company benchmarks
  • Research and refine best practices and external communications (e.g., FAQs) based on user feedback and secondary research
  • Communicate strong knowledge of SuperSummary products, subscriptions, and content offerings
  • Demonstrate patience, empathy, and tact in all customer interactions
  • Go above and beyond to ensure customer satisfaction
  • Other duties & special projects as assigned

Requirements

  • 2+ years of leadership experience in a customer support role
  • 2+ years of experience with CRM software (Freshdesk, Zendesk, or related) and database management (CMS)
  • Associates degree, professional certification, or equivalent in related field
  • At least 6 months of remote work experience, high-speed internet, access to a Mac or PC for work, and a quiet workspace
  • Impeccable English language and communication skills (written and oral)
  • Strong technical computer skills and knowledge of productivity & collaboration tools (Google Suite and Microsoft Office)
  • Demonstrated experience with navigating payment processing systems and subscription billing software (Braintree, PayPal, Chargebee, or related)
  • Familiarity with customer success software (Retention Engine or related) and customer support analytics platforms
  • Works well independently and demonstrates advanced problem-solving skills
  • Knowledgeable of customer support KPIs
  • Prior experience providing real-time assistance and phone support (inbound/outbound calls)
  • Experience with email marketing campaigns and customer satisfaction surveys, including optimization and analytics


Time Commitment:

  • Approx. 20 hours per week to start, with opportunity for advancement and an expanded role.
  • Helpdesk operates Monday through Friday
  • Projected availability for helpdesk coverage:

Monday 10 am - 2 pm PST

Wednesday 8 am - 2 pm PST

Thursday 8 am - 2pm PST

We offer competitive compensation with an hourly rate depending on experience. SuperSummary supports workplace diversity and does not discriminate on the basis of age, race, national origin, religion, gender identity or expression, sexual orientation, pregnancy, physical or mental disability, or any other protected class.