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Superhuman (formerly Grammarly, now part of the broader Superhuman platform) is seeking a Customer Care Specialist to join its Support organization in Warsaw. This is a hybrid role offering flexibility between remote focus time and in-office collaboration.
You will provide accurate, empathetic, and on-brand support to Superhuman's customers across product questions, account management, and subscription needs. The role offers three potential team placements:
**General Support**: Handle non-technical inquiries about accounts, subscriptions, and product offerings via email, with direct involvement in improving product experience and customer retention.
**Business Support**: Support Grammarly for Business and Grammarly for Education customers via email and live chat, collaborating with Product, Engineering, Sales, Account Management, and Customer Success teams to scale support and meet SLAs.
**Mail Delight**: Help Superhuman Mail customers master email functionality and troubleshoot issues via email, with direct impact on product improvement and customer advocacy.
Key responsibilities across all teams:
- Approach every interaction with empathy and urgency, building lasting customer relationships
- Proactively identify and address customer dissatisfaction with solutions aligned to customer needs and company policy
- Collaborate on projects improving support efficiency and quality
- Leverage AI tools to work smarter, faster, and more accurately
- Own your growth trajectory: master tools and workflows in 30 days, confidently guide customers by month six, expand scope and impact by year one
Superhuman offers a hybrid working model, comprehensive relocation support to Warsaw (including relocation bonus and temporary housing assistance), competitive pay with performance bonuses (50% bonus for availability 8 p.m.–8 a.m. CET; 100% bonus for 8 p.m.–5 a.m. CET), health care, generous time off, home office setup support, wellness and pet care stipends, learning and development opportunities, and a team-first culture with resource groups and global recognition programs.
**REQUIREMENTS**
- At least one year of previous experience providing help or service to clients, ideally with a technical or software product
- Passion for delivering outstanding customer service—proactively preventing issues, not just resolving them
- Advanced proficiency in written and spoken English
- Strong critical thinking and problem-solving skills with initiative to see things through and make thoughtful independent decisions
- Clear, empathetic communicator with patience and care in every interaction
- Exceptional reading comprehension and attention to detail
- Quick learner who can navigate large volumes of complex information with ease
- Comfort with 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 problems, not just patching symptoms
- Demonstrated ability to work independently with minimal guidance, manage multiple priorities, and thrive in fast-paced, results-driven environments
- Interest in using AI to increase your own productivity and customer experience quality
- Team-first mindset with focus on whole-team success
