Customer Experience Specialist (Trilingual)
ActiveCampaign.com
Office
Heredia
Full Time
Are you a customer experience builder who enjoys simplifying complex solutions? Do you love the challenge of solving a difficult problem and developing alternate solutions? Have you worked in a buildup environment and enjoy an open yet hard-working culture? Are you a tech geek and/or marketing novice? If you said yes to any or all of these, you could be a fit for our Customer Experience team!
With AI, goal-based automation, and 1,000+ app integrations, agencies, marketers, and owners can build cross-channel campaigns in minutes–fine-tuned with billions of data points to drive real results for their unique business.
ActiveCampaign is the trusted choice to help businesses unlock a new world of boundless opportunities–where ideas become impact and potential turns into real results.
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.
On A Typical Day, You Might:
- Develop a deep and technical understanding of the platform and customer use cases to successfully advise customers on how to accelerate their business and achieve their goals using ActiveCampaign.
- Utilize technical skills to guide a high velocity of customers across multiple industries, company sizes, and levels of sophistication in their use of the ActiveCampaign software using multiple customer-facing channels (screen sharing, chat, and email).
- Handle inquiries ranging from account issues and diagnosing complex software problems to providing basic marketing and sales strategy advice.
- Own the resolution of customer issues from initial contact to completion by monitoring and responding to user-reported issues and infrastructure alerts promptly and professionally. This may include troubleshooting, issue replication, and cross-functional team collaboration.
- Formulate alternative or unique solutions based on best practices for technical scenarios to help clients achieve their goals.
- Identify improvements to the product, isolate and reproduce bugs, and determine high-impact opportunities to enhance the customer experience.
- Maintain quality and composure in a high-velocity environment to best help users in potentially tense and difficult situations.
- Identify opportunities for potential growth of a customer’s services and collaborate with the appropriate teams to continue the conversation.
- Partner with development teams to drive stability, produce knowledge base articles, and foster a customer-centric culture.
- Compose thoughtful, personalized responses for a variety of customer requests.
- Keep on top of the latest news regarding email marketing, deliverability, and small business sales and marketing strategies.
- Most importantly, build upon ActiveCampaign’s goal of creating the best customer experience in the industry.
The Ideal Candidate Will Bring:
- Strong analytical, organizational, written, and verbal communication skills.
- Fluency in English, Spanish, and Portuguese speaking, reading comprehension, and writing skills.
- Ability to efficiently respond to a significant number of emails, live chats, and phone calls per day and produce high-quality answers.
- A solutions-oriented mindset with the ability to create memorable customer experiences and explain technical problems succinctly and clearly.
- Natural problem solver who can think under pressure and flourish in a fast-paced environment.
- A passion for customer support and its role in making a customer-centric team successful.
- An entrepreneurial spirit and attitude.
- A self-motivated, curious learner, and proactive team player with innovative ideas to inspire customer adoption.
- Excellent communication, conflict resolution skills, and the ability to relate to others under pressure.
- Ability to work diverse shifts.
- Ability to work in a local office 3 days/week and as needed.
- Prior experience in SaaS/Technical support is a plus.
With AI, goal-based automation, and 1,000+ app integrations, agencies, marketers, and owners can build cross-channel campaigns in minutes–fine-tuned with billions of data points to drive real results for their unique business.
ActiveCampaign is the trusted choice to help businesses unlock a new world of boundless opportunities–where ideas become impact and potential turns into real results.
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.