Manager, Customer Experience

ActiveCampaign
Costa Rica
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Leadership","People management","Coaching","Analytical thinking","Root cause analysis"]

Lead, motivate, and develop a team of Customer Experience Specialists to deliver best-in-class issue resolution and deep product mastery. Own high-level customer escalations and collaborate cross-functionally with Product, Marketing, Solutions, and Enablement to turn challenges into improved customer outcomes. Use CSAT/QA/occupancy and other operational metrics to craft performance stories, optimize staffing, and drive continuous improvement. Leverage AI/automation to streamline workflows and support responsible adoption.

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FursaFursa
ActiveCampaign
ActiveCampaign
1 week ago

Manager, Customer Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead, motivate, and develop a team of Customer Experience Specialists to deliver best-in-class issue resolution and deep product mastery. Own high-level customer escalations and collaborate cross-functionally with Product, Marketing, Solutions, and Enablement to turn challenges into improved customer outcomes. Use CSAT/QA/occupancy and other operational metrics to craft performance stories, optimize staffing, and drive continuous improvement. Leverage AI/automation to streamline workflows and support responsible adoption.
Location: Costa Rica
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, motivate, and develop a team of Customer Experience Specialists to deliver best-in-class issue resolution and continuous improvement.
  • •Handle high-level customer escalations and partner with cross-functional teams to turn challenges into positive customer solutions.
  • •Analyze qualitative and quantitative performance data (CSAT, QA, Occupancy, and other metrics) to craft stories and optimize shift scheduling and staffing.
  • •Identify performance opportunities and create targeted performance plans while providing and receiving constructive feedback.
  • •Partner with Training and Enablement for onboarding and continuous learning, leveraging AI/automation to streamline workflows.

Pay and Benefits

Perks:Health InsuranceDentalPaid LeaveSabbaticalLearning BudgetHome OfficeMeal PerksCommuter BenefitsRemote Work

Key Requirements

  • •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 strong interpersonal and people management skills.
  • •Proven experience coaching and developing individual contributors in a rapid-growth tech environment.
  • •Strong analytical and troubleshooting skills, including root cause analysis, to investigate complex operational issues and align metrics cross-functionally.
  • •Hands-on support operations experience with systems including Zendesk, Jira, Confluence, and Slack.
Experience:2+ yearsSaaSTech supportCustomer supportB2BB2C
Skills:LeadershipPeople managementCoachingAnalytical thinkingRoot cause analysis
Languages:EnglishSpanish
Tech Stack:ZendeskJiraConfluenceSlackAIAutomation

Company Brief

ActiveCampaign
Provides a customer experience automation platform combining email marketing, marketing automation, CRM, and messaging to help small and mid-market businesses personalize customer interactions and drive growth.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Funding: Private Equity Backed
Headquarters: Chicago, United States
Founded: 2003
Glassdoor
Glassdoor: 4.2
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