Customer Care Specialist, Business

Superhuman offers a dynamic hybrid working model for this role. This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that helps foster trust, innovation, and a strong team culture. Candidates for this role should be based in Warsaw.

Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company’s products include Grammarly’s writing assistance, Superhuman Docs’ collaborative workspaces, Mail’s inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com.

To achieve our ambitious goals, we’re looking for a Customer Care Specialist to join our Business Support team. This person will be responsible for providing accurate, empathetic, and on-brand support to our Business and Superhuman for Education customers. They’ll work closely with Product, Engineering, Sales, Account Management, and Customer Success teams to build strong customer relations, scale support capabilities, and meet our SLAs.

In this role, you will:

• Assist volume-subscription customers and prospects with inquiries about products, subscriptions, account management, and such, ensuring their questions are answered promptly and accurately via email and live chat.
• Guide customers through their interactions with the help desk, ensuring they feel supported and valued at every touchpoint.
• Approach each interaction with empathy and a sense of urgency, going the extra mile for the customer to build lasting customer relationships.
• Address any signs of customer dissatisfaction proactively, offering solutions and plans that align with both customer needs and company policies.
• Collaborate on various tasks and take ownership of ongoing projects that contribute to the overall efficiency and improvements of support operations.

As a Customer Care Specialist, you will play a critical role in maintaining positive and satisfactory customer relations via email and chat. Your success will directly impact improving B2B product offerings, refining Customer Support solutions, and working cross-functionally with various teams throughout the company. You’ll assist with product-related issues, including billing and subscription management, installation, training, troubleshooting, retention, upgrading, and offboarding. To be successful in this role, you must be a highly motivated and goal-oriented team player.

• First 30 Days: Immerse yourself in our company culture and policies while mastering the tools, workflows, and ticket resolution. With the guidance of experienced peers, you'll complete training assignments and assessments in a timely manner.
• By Month Three: you will gain a solid knowledge of tools, workflows, and product offerings. After successfully completing dynamic training and successfully passing the final assessment, you’ll be ready to tackle a variety of non-technical tickets independently, with an improving speed and quality of service via both email and live chat.
• By Month Six: Contribute to the team's key performance targets by delivering exceptional, proactive customer assistance. Your expertise will allow you to support peers and assist junior agents, transforming potential negative experiences into positive outcomes and retaining customers along the way.
• By Year One and beyond: Continue to meet and exceed team goals, demonstrating your ability to resolve any customer inquiries efficiently. Showcase your commitment to outstanding customer care by assisting numerous customers and taking on expanded responsibilities to drive team success.

• 2+ years of previous experience providing help or service to customers.
• A passion for providing outstanding customer service, not just by resolving issues but also by proactively preventing them.
• Advanced proficiency in written and spoken English.
• Strong critical thinking and problem-solving abilities.
• A clear and empathetic communicator who values patience.
• Exceptional reading comprehension and attention to detail.
• Quick learner with the capability to navigate large volumes of complex information seamlessly.
• Background working with B2B customers is a plus.
• Prior experience working with various software (macOS, Browser, Slack, etc.). Experience with any ticketing systems is a plus, but not required.
• Initiative to follow through on tasks and contribute proactively to team and company objectives.
• Ability to make thoughtful, informed decisions independently when handling customer needs.
• Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.

• Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being.
• A connected team: Superhuman builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Superhuman Circles, which promote connection among those with shared identities including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.
• Comprehensive benefits: Superhuman offers all team members competitive pay along with a benefits package encompassing health care and ample and defined time off. We also offer support to set up a home office, wellness, and pet care stipends, learning and development opportunities, and more.
• Relocation Support: Superhuman provides comprehensive relocation support to make your move to Warsaw seamless. Our package includes a relocation bonus to cover additional expenses, such as temporary housing.
• Increased bonus: Superhuman generally offers a 50% bonus to customer care agents available to work for at least 3 hours between 8 p.m. and 8 a.m. CET and a 100% bonus to agents available to work between 8 p.m. and 5 a.m. CET.

At Superhuman, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Superhuman is an equal opportunity company. We do not discriminate on the basis of race or ethnic origin, religion or belief, color, gender expression or identity, sexual orientation, sexual identity, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law.

For more details about the personal data Superhuman collects during the recruitment process, for what purposes, and how you can address your rights, please see the Superhuman Data Privacy Notice for Candidates here.