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ActiveCampaign

Posted 1 month ago

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Manager, Customer Experience - Graveyard

HerediaHybridFull-time

AI Summary

Manager, Customer Experience leading a team of Customer Experience Specialists in a fast-paced SaaS environment. Owns operations, performance storytelling, cross-functional collaboration, and uses AI/automation to improve processes and customer outcomes.

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.

On a typical day, you might:

  • 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) to craft compelling stories, optimize shift scheduling, and make informed staffing and operational decisions.
  • Identify performance opportunities, creating targeted performance plans while providing and receiving constructive performance insights.
  • Partner with Training and Enablement to facilitate seamless onboarding and execute continuous learning modules for your team.
  • Leverage artificial intelligence and automation tools to identify repetitive manual activities, streamline operational workflows, and create measurable value for customers and the business.
  • Perform root cause analysis on complex customer and operational issues to distinguish isolated incidents from systemic problems, translating findings into practical, long-term solutions.

    • The ideal candidate will bring:

  • 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.
  • Hands-on experience with core support operations systems, including Zendesk,
    Jira, Confluence, and Slack.
  • Adaptable and independent leadership style, with acute business acumen and the
    ability to lead through organizational and platform changes.

    • Skills

    AI/automation ToolsConfluenceCSATJiraQARoot-cause AnalysisSlackZendesk

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