Go beyond marketing automation with ActiveCampaign's autonomous marketing platform. Your team of AI agents handles email, SMS, WhatsApp and more for you, backed by billions of data points.
About the role
Are you an experienced customer experience leader with a passion for driving team excellence and solving complex problems in a fast-paced SaaS environment? ActiveCampaign is seeking a Manager, Customer Experience in Costa Rica who isn't afraid to dive into the trenches while driving high-level strategy.
What they're looking for
- 2+ years of frontline leadership / managerial experience in a SaaS, tech support, or customer support environment (B2B or B2C)
- Bilingual fluency in English and Spanish (written and verbal), with excellent interpersonal and people management skills
- Ability to work the standard schedule of 2:00 AM - 10:00 AM (Costa Rica time)
- Proven track record of coaching and developing individual contributors to drive high performance in a rapid-growth tech environment
- Strong analytical, troubleshooting, and root cause analysis skills to investigate complex operational issues and align metrics cross-functionally
- Demonstrated comfort leveraging AI-enabled tools and automation to simplify workflows, eliminate manual steps, and support responsible adoption within the team
More about this role
Are you an experienced customer experience leader with a passion for driving team excellence and solving complex problems in a fast-paced SaaS environment? ActiveCampaign is seeking a Manager, Customer Experience in Costa Rica who isn't afraid to dive into the trenches while driving high-level strategy. In this role, you won't just manage daily support operations—you will build a high-performing team, tell compelling qualitative and quantitative performance stories, and collaborate cross-functionally to shape the customer journey. If you excel at root-cause problem-solving, leveraging AI/automation, and mentoring team members to reach their full potential, this is your opportunity to directly impact our business and customer success.
- Lead, motivate, and develop a team of Customer Experience Specialists to deliver best-in-class issue resolution, continuous improvement, and deep product mastery.
- Handle high-level customer escalations and partner with cross-functional teams (Product, Marketing, Solutions, Enablement) across the organization to turn challenges into positive customer solutions.
- Analyze qualitative and quantitative performance data (CSAT, QA, Occupancy, metrics)...
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