Customer Experience Associate

About the role

Join a small and mighty team at Supernormal working on pulling the future of work closer to the present. We're a rapidly growing platform solving a real need for thousands of people every day. Together, we’ll help save real humans countless hours of manual work so they can spend their time sending satellites to space or running their local government.

As a Customer Experience Associate at Supernormal, you will play an important role in supporting, inspiring, and helping our customers while building loyalty and long-term retention. This role will combine elements of reactive customer support with proactive outreach and account management. You will identify customers that sign up in self-serve, and create success pipelines for key segments as they onboard onto the product. You will cooperate within the team as well as cross-functionally with the Product, Marketing, and Engineering teams. This is the ideal opportunity for someone who’s worked in B2B SaaS before and wants to get in at the ground floor and help build a world-class experience for our customers.

Supernormal is a well-funded seed-stage startup backed by EQT Ventures, Balderton Capital, and byFounders VC. We’re growing rapidly in a shaky market which makes us one of the lucky ones. If you want to operate with high autonomy in an environment where you’ll get to flex your skills to build great products with great people, Supernormal is your place.

What you’ll work on

• Develop and maintain client relations
• Facilitate day-to-day customer support
• Identify trends and user pain points and share them with the team
• Create training and support content
• Drive key retention and expansion metrics
• Work closely with product and engineering to communicate customer feedback
• Build a community of people who love productivity improvements and thrive on doing things better

Requirements

What you will bring:

• 2-3 years experience working at a fast-growing startup, ideally in the B2B SaaS space
• High energy and drive to tackle problems and solve friction points
• Strong organizational instincts and a proven ability to multi-task and to work independently — there’s going to be A LOT to do
• Excellent communication skills — ideally you’ve written user-facing support and marketing content before
• Experience with Intercom — you’ve used it for both inbound and outbound user comms and know how to use it well
• Familiarity with other necessary systems
• Communications or Marketing Degree preferred, but not required
• Fluency in English

What we’ll expect of you

• A collaborative and open outlook — we’re all about lifting each other up and getting better every day.
• A willingness to get deep into a problem even when it seems impossible. You’ll always have support from the team.
• Confidence operating with high agency. We’ll work together to decide what’s important, but we’d love for you to bring (and build!) your own ideas.
• You’ll come in willing to learn why things are the way they are, then suggest a better way.
• You’ll understand that there’s no difference between “my idea” and “their idea.” It’s our ideas and we’re all responsible for it.
• You’ll approach speed bumps and reviews through a “how can the team level up?” lens — let’s all get better and learn, together.

What you can expect from us

• We’re a fully distributed team spread between Pacific Time (Seattle) and Central European Time (Stockholm) with lots of places in between. We’ll see you most days in Slack, Google Meet, GitHub issues, and Notion. Sometimes in person in a place with a warm breeze.
• The team’s full support. We’re a friendly bunch and are happy to pair, talk through, or otherwise assist at any time.
• Honest and timely feedback. We’re all better when we can have candid conversations about what is and isn’t working.
• A deep willingness to listen to your ideas: how can the customer experience, our product, or our team be better?
• A respect for your time outside of work. We all work hard here, but we never forget to rest and have fun.

Benefits

💰 Competitive salary: $70,000 - $90,000 based on experience

📈 Stock options

🏥 Full healthcare coverage (Medical, Dental, and Vision)

🚀 Fully remote working model (we’ll pay for a WeWork membership so that you can work from anywhere)

🏠 WFH budget to make sure you have everything you need to do your best work

✈️ Annual team-wide offsite to someplace cool

🎓 Education credit (up to $500 per year)

🧳 Unlimited PTO (minimum 4 weeks)