Customer Care Specialist
Superhuman · Remote
Superhuman offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will determine in-person time according to business needs.
About Superhuman
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's 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 and about our values here.
The Opportunity
To achieve our ambitious goals, we're looking for a Customer Care Specialist to join our Support organization. This person will provide accurate, empathetic, and on-brand support to Superhuman's customers — from everyday product questions to nuanced account and subscription needs — while helping us build a support experience that scales with the business.
You'll land on one of three teams, each with its own focus:
General Support — handling non-technical inquiries about accounts, subscriptions, and product offerings for Superhuman customers via email, with a direct hand in improving product experience and retaining our customer base.
Business Support — supporting our Grammarly for Business and Grammarly for Education customers via email and live chat, working closely with Product, Engineering, Sales, Account Management, and Customer Success to scale support and hit SLAs.
Mail Delight — helping Superhuman Mail customers master email and troubleshoot real problems via email, with a direct hand in improving the product and turning customers into advocates
Across all three teams, you will:
Approach every interaction with empathy and a sense of urgency, going the extra mile to build lasting customer relationships.
Proactively address signs of customer dissatisfaction, offering solutions that align with both customer needs and company policy.
Collaborate on projects that improve the efficiency and quality of the broader support operation.
Use AI tools to work smarter, faster, and more accurately in how you support customers.
Take ownership of your growth — from mastering tools and workflows in your first 30 days, to confidently guiding customers toward positive outcomes by month six, to expanding your scope and impact by year one.
Qualifications
At least one year of previous experience providing help or service to clients, ideally with a technical or software product.
A passion for delivering outstanding customer service — not just resolving issues, but proactively preventing them.
Advanced proficiency in written and spoken English.
Strong critical thinking and problem-solving skills, with the initiative to see things through and the judgment to make thoughtful decisions independently.
A clear, empathetic communicator who brings patience and care to every interaction.
Exceptional reading comprehension and attention to detail.
A quick learner who can navigate large volumes of complex information with ease.
Comfort working across common software and tools (browsers, Slack, etc.); ticketing system experience is a plus but not required.
Curiosity for troubleshooting and getting to the root of a problem, not just patching the symptom.
A demonstrated ability to work independently with minimal guidance, manage priorities across multiple tasks, and thrive in a fast-paced, results-driven environment.
An interest in using AI to increase your own productivity and the quality of the experience you create for customers.
Team-first mindset: you act with the whole team's success in mind.
Compensation and Benefits
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 team member 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.
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.
We encourage you to apply
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.