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ActiveCampaign is seeking a Customer Experience Specialist (Trilingual) to support customers in Spanish, French, and English. You will help customers maximize value from the ActiveCampaign platform—a marketing automation and AI-powered CX solution—by simplifying complex features, resolving technical issues, and guiding them toward business goals.
Key responsibilities include:
- Develop deep technical understanding of ActiveCampaign's platform and customer use cases to advise on business acceleration and goal achievement
- Support high-volume customer inquiries across industries and technical levels via screen sharing, chat, and email
- Own customer issues end-to-end, from initial contact through resolution, collaborating cross-functionally when needed
- Use AI-powered CX tools to review and validate AI-generated responses, identify trends, and improve workflows while applying human judgment to complex cases
- Educate customers on ActiveCampaign's AI capabilities (Active Intelligence, AI Campaign Builder, AI Brand Kit, Predictive Sending, AI-Suggested Segments)
- Handle diverse inquiries ranging from account and software issues to marketing and sales strategy questions
- Develop creative, technically sound solutions aligned with best practices
- Identify product improvements, isolate bugs, and surface high-impact enhancement opportunities
- Maintain quality and composure in a fast-paced, high-velocity environment, including potentially tense situations
- Identify customer growth opportunities and collaborate with appropriate teams
- Partner with development teams to improve product stability and create knowledge base content
- Stay current on email marketing, deliverability, and small-business sales and marketing strategies
This role works the overnight shift: 2:00 AM – 10:00 AM Costa Rica time.
Requirements:
- 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
- Ability to efficiently respond to high volume of emails, live chats, and phone calls while maintaining quality
- Solutions-oriented mindset with ability to explain technical problems clearly and create memorable customer experiences
- Natural problem-solving skills; ability to think under pressure and thrive in fast-paced environments
- Passion for customer support and building customer-centric teams
- Entrepreneurial spirit and proactive, self-motivated approach
- Curiosity about AI, willingness to learn ActiveCampaign's AI tools, and ability to contribute innovative ideas
- Excellent communication and conflict-resolution skills
- Ability to successfully complete required background check
