Senior Manager, Customer Delight

We exist so that professionals end each day feeling happier, more productive, and closer to achieving their potential.

Today we are…

• The fastest email experience in the world

• Loved and adored: see what our customers say

Our customers get through their inboxes twice as fast; many see inbox zero for the first time in years.

Come shape the future of email, communication, and productivity!

At Superhuman, we deeply understand how to build products that people love. We incorporate fun and play; we infuse magic and joy; we make experiences that amaze and delight.

It all starts with the right team — a team that deeply cares about values, customers, and each other.

We're not solving a small problem, and we're not addressing a small market. We're going after email; the one activity that consumes more of our work day than any other.

Our ambition doesn't stop there. Next: calendars, notes, contacts, and team communication. We are building the productivity platform of the future.

We have created the frameworks for how to build product market fit and redefined the narrative of how to onboard customers successfully. We have shown the world it’s possible to build a premium productivity brand. Our investors include Andreessen Horowitz, First Round Capital, IVP, Tiger Global Management, Sam Altman, and the founders of Gmail, Dropbox, Reddit, Discord, Stripe, GitHub, AngelList, and Intercom.

This time, we’re swinging beyond the fences and fundamentally rethinking how individuals and teams should collaborate. We are building a household brand and a worldwide organization. We are here to do the best work of our lives, and we hope you are too.

As our Senior Manager of Customer Delight, you will deliver extraordinary customer experiences by leading a world-class support team that is fast, human, and relentlessly focused on delight. As a leader, you will grow and inspire a high-performing team — while using AI to superpower their impact, accelerate responsiveness, and deliver deeply personalized, emotionally resonant support at scale.

Outcome #1: Grow and develop a high-performing, AI-enabled support team.

Great looks like…

• Clear roles, growth paths, and performance expectations for every team member.

• 90%+ retention of top performers; strong bench strength for leads and future managers.

• Team eNPS ≥90, with positive trends in development, coaching, and psychological safety.

• Every team member is enabled by AI tooling that reduces toil and increases time spent delighting.

Outcome #2: Drive 2-hour first response and 24-hour resolution across all channels.

Great looks like…

• ≥95% of inbound requests receive a first response within 2 hours during business hours.

• ≥90% of issues are resolved within 24 hours or escalated with clarity and ownership.

• AI is integrated into triage, resolution suggestions, and proactive follow-ups — boosting quality and speed.

Outcome #3: Deliver exceptional customer delight through personalization, insight, and quality.

Great looks like…

• CSAT ≥95% with clear evidence of emotional resonance and “wow” moments.

• Agents use AI tooling to personalize responses, spot trends, and suggest product workarounds.

• Regular insight loops from customer interactions shape product, marketing, and growth priorities.

Outcome #4: Deepen cross-functional collaboration and influence.

Great looks like…

• Support feedback shapes roadmap, launch plans, and key go-to-market initiatives.

• Strong partnerships with Product, Engineering, and Revenue; clear SLAs and shared KPIs.

• AI-driven insights from support help anticipate needs and prevent future issues.

Our ideal candidate likely has:

• Experience: 8+ years in customer experience or support, with 3+ years managing high-performing teams.

  • Proven success in growing, coaching, and retaining exceptional customer support talent.

  • Experience implementing and managing AI-powered tools (e.g. for triage, suggestions, summaries).

  • Operational fluency in systems like Zendesk, Intercom, SFDC — and in customer quality metrics.

And strengths in the following areas:

• Team Development & Coaching: Creating an environment of trust, growth, and accountability — building a team that owns outcomes and gets stronger every quarter.

• AI-Driven Transformation: Deploying AI to augment human performance — improving speed, precision, and customer insight without compromising quality or empathy.

• Operational Excellence: Designing and evolving systems that optimize performance, streamline workflows, and ensure responsiveness at scale.

• Customer Obsession: Using qualitative feedback and data to understand needs, close gaps, and drive delight.

• Remarkable Quality: Producing work that is striking, worthy of attention, and a contribution to the state of the art.

• Cross-Functional Influence: Acting as the voice of the customer across the company, with clear input into product, GTM, and operations.

• Bias for Action: Moves quickly and strategically — helping the team focus, unblock, and improve in real-time.

Our US-based starting salaries for this role range from $136,000-$155,000 USD. Our Canada-based starting salaries for this role range from $153,000 - $175,000 CAD. The salary range does not reflect total compensation, which includes base salary, benefits, and company stock options.

You might notice our salary ranges are quite broad - that's because our talented workforce is distributed across North and South America. We tailor our compensation to each location to make sure we're competitive in every market.

For team members outside of the US we employ and pay through an Employer of Record (EOR). We take a location-based pay approach and compensation for this role is dependent on several factors such as location, work experience, job-related skills, business needs, and market demands.

We're open to hiring talented individuals anywhere in North or South America. While specific benefits vary slightly by location, we're committed to providing equitable, comprehensive benefits for all team members globally.

Taking Care of Your Future 🙏

• Comprehensive healthcare coverage with premium medical plans in your country (we cover 100% of medical insurance premiums for all Superhumans!)

• Mental health support with dedicated resources in each region

• Competitive retirement savings plans

• Life insurance and disability coverage tailored to regional standards

Generous Time Off 🏝

• Enjoy our generous and flexible Paid Time Off (PTO) policy, with our amazing team members taking an average of 20 days per year

• Regional holiday recognition: We encourage you to observe holidays in your local region

• Company-wide time off like designated Care Days and Winter Break

• Generous parental, caregiver, healthcare, and compassionate leave policies

Investing in Your Growth ✍️

• $3000 USD per year towards your professional development

• Free access to Calm and Aaptive (US/Canada)

• Allyship education program to help build your best self

Setting You Up For Success 🧑🏻‍💻👩🏾‍💻

• MacBook Pro laptop for your work

• Standard setup with monitor, keyboard, and mouse/trackpad

• $1000 USD budget to make your workspace your own

• Monthly stipend for your lunches, groceries, or whatever nutrition you need to stay fueled up!

Curious about the details of our benefits specific to your region? Visit our Regional Benefits Guides for more information. While we've highlighted our core offerings across major locations, this isn't an exhaustive list. If you're in a region not specifically mentioned, please reach out—we're happy to provide you with detailed information about the benefits available in your area!

At Superhuman, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.