Customer Experience Specialist (Trilingual) at ActiveCampaign

Heredia, Heredia Province, Costa Rica

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing Automation, SaaS, TechnologyIndustries

Requirements

Strong analytical, organizational, written, and verbal communication skills
Fluency in English, Spanish, and Portuguese (speaking, reading comprehension, and writing)
Ability to efficiently respond to a significant number of emails, live chats, and phone calls per day and produce high-quality answers
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
Passion for customer support and its role in making a customer-centric team successful
Entrepreneurial spirit and attitude
Self-motivated, curious learner, and proactive team player with innovative ideas to inspire customer adoption
Excellent communication and 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
Willingness to undergo a background check

Responsibilities

Develop a deep and technical understanding of the platform and customer use cases to advise customers on accelerating their business and achieving goals using ActiveCampaign
Utilize technical skills to guide a high velocity of customers across multiple industries, company sizes, and levels of sophistication via 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, including troubleshooting, issue replication, and cross-functional 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 help users in potentially tense and difficult situations
Identify opportunities for potential growth of a customer’s services and collaborate with appropriate teams
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 up with the latest news regarding email marketing, deliverability, and small business sales and marketing strategies
Build upon ActiveCampaign’s goal of creating the best customer experience in the industry

Skills

Key technologies and capabilities for this role

Customer SupportTechnical TroubleshootingScreen SharingChat SupportEmail SupportMarketing StrategySales StrategyIssue ResolutionCross-Functional CollaborationBug ReproductionKnowledge BaseCustomer Experience

Questions & Answers

Common questions about this position

What languages do I need to speak for this Customer Experience Specialist role?

Fluency in English, Spanish, and Portuguese is required, including speaking, reading comprehension, and writing skills.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the company culture like at ActiveCampaign?

The culture is described as open yet hard-working, with a buildup environment, fast-paced high-velocity setting, and a strong emphasis on customer-centricity.

What skills make me a strong candidate for this role?

Strong analytical, organizational, written, and verbal communication skills; a solutions-oriented mindset; natural problem-solving under pressure; passion for customer support; and an entrepreneurial spirit are key for success.

ActiveCampaign

Customer experience automation platform for businesses

About ActiveCampaign

ActiveCampaign offers a platform that helps businesses automate and personalize their customer interactions by integrating sales, marketing, and customer service functions. The platform includes tools for email marketing, customer relationship management (CRM), and marketing automation, along with pre-built automation templates for quick setup. ActiveCampaign stands out from competitors by focusing on a wide range of industries and providing tailored automation solutions. The company's goal is to enhance customer engagement and support business growth through effective automation.

Chicago, IllinoisHeadquarters

2003Year Founded

$350.2MTotal Funding

SERIES_CCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

Unlimited Paid Time Off

401(k) Company Match

401(k) Retirement Plan

Mental Health Support

Professional Development Budget

Home Office Stipend

Sabbatical Leave

Risks

Increased competition from Mailchimp and Constant Contact may pressure pricing.

Integration with OneSignal raises potential data privacy concerns.

Expansion into new markets like Poland requires significant investment and resource management.

Differentiation

ActiveCampaign offers 800+ pre-built automation for diverse business needs.

The platform integrates sales, marketing, and customer service for seamless customer interactions.

ActiveCampaign HQ provides tailored solutions for franchise and multi-location businesses.

Upsides

Integration with OneSignal enhances push notification capabilities for better customer engagement.

New executive team members bring proven martech experience, driving strategic growth.

Expansion into Krakow taps into local technical expertise, strengthening global operations.

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