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Customer Experience Specialist - Trilingual

Activecampaign

Heredia

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About the role

As a Customer Experience Specialist (Trilingual), you’ll help customers get the most from ActiveCampaign by simplifying complex solutions, resolving technical challenges, and guiding them toward their business goals. You’ll be fluent in Spanish, French and English, and combine your product expertise, technical problem-solving, and thoughtful communication to create exceptional customer experiences across a variety of channels and industries. This Customer Experience Specialist will work the overnight shift of 2:00 AM - 10:00 AM.

On a typical day, you might:

  • Develop a deep technical understanding of the ActiveCampaign platform and customer use cases to advise customers on how to accelerate their business and achieve their goals.
  • Guide a high volume of customers across industries, company sizes, and levels of technical sophistication through screen sharing, chat, and email.
  • Own customer issues from initial contact through resolution by promptly and professionally responding to user-reported issues and infrastructure alert, collaborating with cross-functional teams when necessary
  • Use AI-powered CX tools to review and validate AI-generated responses, identify customer trends, and improve knowledge and workflows while applying human judgment to complex or sensitive cases.
  • Help customers understand and adopt ActiveCampaign’s AI capabilities—including Active Intelligence, AI Campaign Builder, AI Brand Kit, Predictive Sending, and AI-Suggested Segments—to improve efficiency and achieve their goals.
  • Handle inquiries ranging from account issues and complex software problems to basic marketing and sales strategy questions.
  • Formulate alternative and creative solutions based on technical best practices to help customers achieve their goals.
  • Identify product improvements, isolate and reproduce bugs, and surface high-impact opportunities to enhance the customer experience.
  • Maintain quality and composure in a high-velocity environment while supporting customers through potentially tense or difficult situations.
  • Identify opportunities for customer growth and collaborate with the appropriate teams to continue the conversation.
  • Partner with development teams to improve product stability, create knowledge base articles, and foster a customer-centric culture.
  • Stay current on email marketing, deliverability, and small-business sales and marketing strategies.
  • Contribute to ActiveCampaign’s goal of creating the best customer experience in the industry.

    • The ideal candidate will bring:

  • Fluency in spoken and written English, Spanish, and French, with strong reading comprehension in all three languages.
  • Ability to work the standard schedule of 2:00 AM - 10:00 AM (Costa Rica time).
  • Prior experience in SaaS or technical support
  • Strong analytical, organizational, written, and verbal communication skills.
  • The ability to efficiently respond to a significant volume of emails, live chats, and phone calls while producing high-quality answers.
  • A solutions-oriented mindset and the ability to create memorable customer experiences while explaining technical problems clearly and succinctly.
  • Natural problem-solving skills, with the ability to think under pressure and thrive in a fast-paced environment.
  • A passion for customer support and its role in building a successful, customer-centric team.
  • An entrepreneurial spirit and a proactive, self-motivated approach.
  • Curiosity about AI, a willingness to learn and build knowledge of ActiveCampaign’s AI tools, and the ability to contribute innovative ideas that enhance customer experiences and inspire customer adoption.
  • Excellent communication and conflict-resolution skills, with the ability to relate to others under pressure.
  • The ability to successfully complete a required background check.
    • About ActiveCampaign:
    ActiveCampaign is the autonomous marketing platform that gives growing businesses the intelligence to market like a much larger team. Powered by Active Intelligence, ActiveCampaign turns each business’ own data into campaigns, automations, and customer experiences that get smarter over time. Learn more at activecampaign.com.
     
    As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. You can find out more about our DEI initiatives here. 
     
    Perks and Benefits:
    At ActiveCampaign, we prioritize employees’ well-being and professional growth by cultivating a culture centered on collaboration and innovation. When you join our team, you’ll not only have the opportunity to make a significant impact, but also enjoy a range of benefits tailored to support your personal and career development. 
     
    Here are some of the benefits we offer:
    -Comprehensive Health & Wellness: Top-tier benefits package that includes medical and dental benefits paid 100% by ActiveCampaign for you and your dependents, complimentary access to telehealth services, and a free subscription to Calm.
    -Growth & Development: Access to LinkedIn Learning, professional development programs, and career growth opportunities in a fast-growing organization.
    -Generous Paid Time Off: Recharge and take the time you need to maintain work-life balance.
    -Total Rewards: In-office meal and transportation perks, home office stipend to cover at-home workspace expenses, and a four-week paid sabbatical with bonus after five years.
    -Collaborative Culture: Work alongside brilliant, passionate colleagues in an environment that values innovation, teamwork, and mutual support.
     
    ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow, and promote no matter of gender, race, ethnicity sexual orientation, marital status, political opinion, national origin, social origin, parentage, workers union membership, economic status, religion, age,  health condition, disability  or any other grounds protected by law.
     
    Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.
     
    For this position, a background check is required by ActiveCampaign. Therefore, by submitting your information for this position you agree to approve, if required, the background check.