Customer Experience Specialist - Trilingual

As a Customer Experience Specialist (Trilingual), you’ll help customers get the most from ActiveCampaign by simplifying complex solutions, resolving technical challenges, and guiding them toward their business goals. You’ll be fluent in Spanish, French and English, and combine your product expertise, technical problem-solving, and thoughtful communication to create exceptional customer experiences across a variety of channels and industries. This Customer Experience Specialist will work the overnight shift of 2:00 AM - 10:00 AM.

On a typical day, you might:

• Develop a deep technical understanding of the ActiveCampaign platform and customer use cases to advise customers on how to accelerate their business and achieve their goals.
• Guide a high volume of customers across industries, company sizes, and levels of technical sophistication through screen sharing, chat, and email.
• Own customer issues from initial contact through resolution by promptly and professionally responding to user-reported issues and infrastructure alert, collaborating with cross-functional teams when necessary
• Use AI-powered CX tools to review and validate AI-generated responses, identify customer trends, and improve knowledge and workflows while applying human judgment to complex or sensitive cases.
• Help customers understand and adopt ActiveCampaign’s AI capabilities-including Active Intelligence, AI Campaign Builder, AI Brand Kit, Predictive Sending, and AI-Suggested Segments-to improve efficiency and achieve their goals.
• Handle inquiries ranging from account issues and complex software problems to basic marketing and sales strategy questions.
• Formulate alternative and creative solutions based on technical best practices to help customers achieve their goals.
• Identify product improvements, isolate and reproduce bugs, and surface high-impact opportunities to enhance the customer experience.
• Maintain quality and composure in a high-velocity environment while supporting customers through potentially tense or difficult situations.
• Identify opportunities for customer growth and collaborate with the appropriate teams to continue the conversation.
• Partner with development teams to improve product stability, create knowledge base articles, and foster a customer-centric culture.
• Stay current on email marketing, deliverability, and small-business sales and marketing strategies.
• Contribute to ActiveCampaign’s goal of creating the best customer experience in the industry.

The ideal candidate will bring:

• Fluency in spoken and written English, Spanish, and French, with strong reading comprehension in all three languages.
• Ability to work the standard schedule of 2:00 AM - 10:00 AM (Costa Rica time).
• Prior experience in SaaS or technical support
• Strong analytical, organizational, written, and verbal communication skills.
• The ability to efficiently respond to a significant volume of emails, live chats, and phone calls while producing high-quality answers.
• A solutions-oriented mindset and the ability to create memorable customer experiences while explaining technical problems clearly and succinctly.
• Natural problem-solving skills, with the ability to think under pressure and thrive in a fast-paced environment.
• A passion for customer support and its role in building a successful, customer-centric team.
• An entrepreneurial spirit and a proactive, self-motivated approach.
• Curiosity about AI, a willingness to learn and build knowledge of ActiveCampaign’s AI tools, and the ability to contribute innovative ideas that enhance customer experiences and inspire customer adoption.
• Excellent communication and conflict-resolution skills, with the ability to relate to others under pressure.
• The ability to successfully complete a required background check.