Manager, Customer Experience - Overnight

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.