Customer Experience Optimization Specialist, Super

• 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

Desirable

• 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
• 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
• 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
• 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
• 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