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ActiveCampaign, an autonomous marketing platform, is hiring a Manager of Customer Experience based in Heredia, Costa Rica. This is a hands-on leadership role managing a team of Customer Experience Specialists on a graveyard shift (2:00 AM–10:00 AM Costa Rica time).
You will lead, motivate, and develop a high-performing support team delivering best-in-class issue resolution and product mastery. Key responsibilities include handling high-level customer escalations, partnering cross-functionally with Product, Marketing, Solutions, and Enablement teams to solve complex customer challenges, and analyzing qualitative and quantitative performance data (CSAT, QA, occupancy metrics) to optimize operations and staffing decisions.
You'll identify performance opportunities, create targeted development plans, and mentor team members to reach their potential. You'll also partner with Training and Enablement on seamless onboarding and continuous learning, and leverage AI and automation tools to streamline workflows and eliminate repetitive manual work. Root cause analysis of complex customer and operational issues is central to the role—distinguishing isolated incidents from systemic problems and translating findings into long-term solutions.
The ideal candidate brings 2+ years of frontline leadership or managerial experience in SaaS, tech support, or customer support (B2B or B2C). Bilingual fluency in English and Spanish (written and verbal) is required. You must be comfortable working the graveyard shift schedule and have hands-on experience with support operations systems including Zendesk, Jira, Confluence, and Slack. Strong analytical and troubleshooting skills, comfort with AI-enabled tools and automation, and an adaptable, independent leadership style are essential. You'll thrive in a fast-growth tech environment with acute business acumen and the ability to lead through organizational change.
