Senior Manager of Customer Delight, Superhuman
$136-155k
+ Company stock options. Our Canada-based starting salaries for this role range from $153,000 - $175,000 CAD
Speedy email experience
Job no longer available
Speedy email experience
101-200 employees
Job no longer available
$136-155k
+ Company stock options. Our Canada-based starting salaries for this role range from $153,000 - $175,000 CAD
101-200 employees
Company mission
To provide the fastest email client in the world.
Role
Who you are
- Experience: 8+ years in customer experience or support, with 3+ years managing high-performing teams
- Proven success in growing, coaching, and retaining exceptional customer support talent
- Experience implementing and managing AI-powered tools (e.g. for triage, suggestions, summaries)
- Operational fluency in systems like Zendesk, Intercom, SFDC — and in customer quality metrics
- Team Development & Coaching: Creating an environment of trust, growth, and accountability — building a team that owns outcomes and gets stronger every quarter
- AI-Driven Transformation: Deploying AI to augment human performance — improving speed, precision, and customer insight without compromising quality or empathy
- Operational Excellence: Designing and evolving systems that optimize performance, streamline workflows, and ensure responsiveness at scale
- Customer Obsession: Using qualitative feedback and data to understand needs, close gaps, and drive delight
- Remarkable Quality: Producing work that is striking, worthy of attention, and a contribution to the state of the art
- Cross-Functional Influence: Acting as the voice of the customer across the company, with clear input into product, GTM, and operations
- Bias for Action: Moves quickly and strategically — helping the team focus, unblock, and improve in real-time
What the job involves
- As our Senior Manager of Customer Delight, you will deliver extraordinary customer experiences by leading a world-class support team that is fast, human, and relentlessly focused on delight
- As a leader, you will grow and inspire a high-performing team — while using AI to superpower their impact, accelerate responsiveness, and deliver deeply personalized, emotionally resonant support at scale
- Outcome #1: Grow and develop a high-performing, AI-enabled support team
- Great looks like…
- Clear roles, growth paths, and performance expectations for every team member
- 90%+ retention of top performers; strong bench strength for leads and future managers
- Team eNPS ≥90, with positive trends in development, coaching, and psychological safety
- Every team member is enabled by AI tooling that reduces toil and increases time spent delighting
- Outcome #2: Drive 2-hour first response and 24-hour resolution across all channels
- ≥95% of inbound requests receive a first response within 2 hours during business hours
- ≥90% of issues are resolved within 24 hours or escalated with clarity and ownership
- AI is integrated into triage, resolution suggestions, and proactive follow-ups — boosting quality and speed
- Outcome #3: Deliver exceptional customer delight through personalization, insight, and quality
- CSAT ≥95% with clear evidence of emotional resonance and “wow” moments
- Agents use AI tooling to personalize responses, spot trends, and suggest product workarounds
- Regular insight loops from customer interactions shape product, marketing, and growth priorities
- Outcome #4: Deepen cross-functional collaboration and influence
- Support feedback shapes roadmap, launch plans, and key go-to-market initiatives
- Strong partnerships with Product, Engineering, and Revenue; clear SLAs and shared KPIs
- AI-driven insights from support help anticipate needs and prevent future issues
Our take
We spend a staggering upwards of 3 hours a day buried in our emails. The majority of us are used to legacy giants like Gmail or even Hotmail. Superhuman recognizes that our email UX could just be a lot more beautiful and efficient, and have integrated smart features like “unsend” so we never have to suffer the embarrassment of another typo.
Although standing out in a market of free services (they charge a $30 per month fee), Superhuman commanded a waiting list of over 250,000 during its beta testing phase.
With more than $100 million in overall funding from firms like Andreessen Horowitz and First Round Capital, Superhuman is setting trends in emerging enterprise software with both its design and go-to-market strategy. They’ve managed to steal an audience from the big players by giving users something beautiful and more streamlined to work with. Its 2024-released feature is a testament to this, which generates instant reply suggestions for emails that are smart, context-aware and efficient.
Steph
Company Specialist at Welcome to the Jungle
Insights
37% employee growth in 12 months
Company
Funding (2 rounds)
Aug 2021
$75m
SERIES C
May 2019
$38.8m
SERIES B
Total funding: $113.8m
Company benefits
- Friday wins: a weekly event where entire teams gather to share what they have accomplished during that week
- Super buddies: in your first week you are paired with an experienced team member outside your team to help you settle and show you the ropes
- Lunch roulette: Every Wednesday, teams are split into random groups of two or three to grab lunch outside the office
- 401k
- Flexible parental leave
- $3000 per year towards your professional development
- Allyship education program to help build your best self
- Custom MacBook Pro
- $3000 budget for workstation setup
- All your lunches catered or expensed
- Flexible spending accounts for commuter costs, dependent care, and healthcare expenses
- Work from home opportunities
- Health insurance
Company HQ
The East Cut, San Francisco, CA
Leadership
Rahul Vohra
(CEO & Co-Founder)Before founding Superhuman, Rahul was a Technical Advisor for BOLDstart Ventures, which provides seed and first-round funding to early-stage internet companies. Rahul has also been an investor in Partender, sendwithus, EasyPost, Placer and YesGraph.
Conrad Irwin
(CTO & Co-Founder)After founding Rapportive, which added context and transparency to emails, Conrad worked as a Senior Software Engineer for Linkedin. Before co-founding Superhuman, they were the VP of Engineering for Bugsnag, an automatic crash detector for web and mobile apps.
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