1 день назад
Manager, Customer Experience (SaaS/AI)
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
Manager, Customer Experience (SaaS/AI): Leading a customer support team and improving issue resolution and operational performance in a fast-paced SaaS environment with an accent on people development, analytics, root-cause analysis, and AI-enabled automation. Focus on resolving complex escalations, optimizing staffing and workflows, and translating systemic customer issues into long-term solutions.
Location: Heredia, Costa Rica. Standard schedule: 2:00 AM–10:00 AM Costa Rica time.
Company
provides an AI-powered autonomous marketing platform with goal-based automation and more than 1,000 app integrations for cross-channel campaigns.
What you will do
- Lead, motivate, and develop Customer Experience Specialists to deliver high-quality issue resolution and build deep product expertise.
- Handle complex customer escalations and collaborate with Product, Marketing, Solutions, and Enablement teams.
- Analyze CSAT, QA, Occupancy, and other qualitative and quantitative metrics to guide staffing, scheduling, and operational decisions.
- Create targeted performance plans, provide coaching, and support onboarding and continuous learning.
- Use AI and automation tools to reduce repetitive work, streamline workflows, and create measurable operational value.
- Conduct root-cause analysis and turn systemic customer and operational issues into practical long-term solutions.
Requirements
- At least 2 years of frontline leadership or management experience in a SaaS, technology support, or customer support environment.
- Bilingual fluency in English and Spanish, both written and verbal, with strong interpersonal and people-management skills.
- Experience coaching and developing individual contributors in a fast-growth technology environment.
- Strong analytical, troubleshooting, root-cause analysis, and cross-functional collaboration skills.
- Experience using AI-enabled tools and automation to simplify workflows and eliminate manual steps.
- Hands-on experience with Zendesk, Jira, Confluence, and Slack, plus the ability to work the specified Costa Rica schedule.
Culture & Benefits
- Inclusive, multicultural environment focused on collaboration, innovation, and diverse perspectives.
- Medical and dental benefits paid by for employees and dependents, plus telehealth and Calm access.
- LinkedIn Learning, professional development programs, and career growth opportunities.
- Paid time off, home office stipend, in-office meals and transportation perks.
- Four-week paid sabbatical with a bonus after five years.
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