As a Customer Delight Specialist, you will join a small team that's reinventing how delightful customer interactions can be. You will become Superhuman's most knowledgeable product expert, excite, educate, and encourage customers to make them brilliant at email, and communicate with customers to solve their problems and improve their lives.
As part of the Fraud Prevention Tactics team, you will decide the fraud prevention strategy for each industry. This role involves optimizing payment rejection decisions and improving user experience, while considering chargeback and conversion rate targets. You will identify fraud patterns, develop efficient rules, collaborate with data science, analyze databases, and manage KPIs for key clients, delivering tailored solutions.
You will be responsible for overseeing shift performance, onboarding and coaching new agents, and ensuring exceptional support delivery through structured QA and continuous feedback. You will serve as a key support bridge between frontline agents and Customer Care leadership, and play a critical role in elevating team performance and operational excellence.
Provide prompt and professional technical support to administrators, teachers, and caregivers using our Schools products. Diagnose and troubleshoot issues related to application functionality, device compatibility, and basic networking. Assist users with setting up and configuring devices, ensuring they meet requirements. Identify, analyze, and resolve technical problems, document support interactions, collaborate with development, and maintain product knowledge.