4 дня назад
Customer Experience Specialist - Trilingual
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Experience Specialist - Trilingual (SaaS/AI): Supporting customers with ActiveCampaign platform issues, marketing automation questions, and AI capabilities across chat, email, screen sharing, and phone with an accent on technical problem-solving, multilingual communication, and customer education. Focus on diagnosing and reproducing product bugs, validating AI-generated responses, improving knowledge workflows, and collaborating with development teams to enhance product stability.
Location: Heredia, Costa Rica. Standard schedule: 2:00 AM - 10:00 AM Costa Rica time.
Company
provides an AI-powered marketing automation platform with goal-based automation and more than 1,000 app integrations.
What you will do
- Develop technical expertise in the platform and advise customers on use cases, marketing automation, and business goals.
- Support a high volume of customers through screen sharing, chat, email, and phone across different industries and technical skill levels.
- Own customer issues from initial contact through resolution, collaborating with cross-functional and development teams when needed.
- Use AI-powered customer experience tools to validate generated responses, identify trends, and improve knowledge and workflows.
- Help customers adopt AI capabilities, including Active Intelligence, AI Campaign Builder, AI Brand Kit, Predictive Sending, and AI-Suggested Segments.
- Identify product improvements, reproduce bugs, create knowledge base content, and surface opportunities to improve customer experience and growth.
Requirements
- Fluency in spoken and written English, Spanish, and French, with strong reading comprehension in all three languages.
- Ability to work from 2:00 AM to 10:00 AM Costa Rica time.
- Prior experience in SaaS or technical support.
- Strong analytical, organizational, written, verbal communication, and conflict-resolution skills.
- Ability to handle high volumes of emails, live chats, and phone calls while maintaining answer quality.
- Successful completion of a required background check.
Culture & Benefits
- Collaborative, inclusive, and multicultural environment focused on innovation and mutual support.
- Medical and dental benefits paid 100% by for employees and dependents.
- Telehealth access and a Calm subscription.
- LinkedIn Learning, professional development programs, and career growth opportunities.
- Paid time off, in-office meal and transportation perks, home office stipend, and a four-week paid sabbatical with a bonus after five years.
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