Manager, Customer Experience (AI/SaaS)

Location: Heredia, Costa Rica; standard schedule from 2:00 AM to 10:00 AM Costa Rica time

Company

Autonomous marketing platform providing AI-powered campaign automation, goal-based workflows, and more than 1,000 app integrations.

What you will do

• Lead, motivate, and develop Customer Experience Specialists to deliver effective issue resolution, continuous improvement, and strong product knowledge.
• Handle complex customer escalations and collaborate with Product, Marketing, Solutions, Enablement, Training, and other cross-functional teams.
• Analyze CSAT, QA, occupancy, and other performance metrics to improve scheduling, staffing, and operational decisions.
• Create targeted performance plans and provide constructive coaching and performance feedback.
• Use AI and automation tools to identify repetitive work, streamline workflows, and create measurable operational value.
• Perform root-cause analysis on customer and operational issues and convert findings into 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.
• Experience coaching and developing individual contributors in a fast-growing technology environment.
• Strong analytical, troubleshooting, root-cause analysis, interpersonal, and people-management skills.
• Comfort using AI-enabled tools and automation to simplify workflows and remove manual steps.
• Hands-on experience with Zendesk, Jira, Confluence, and Slack, plus the ability to lead independently through organizational and platform changes.

Culture & Benefits

• Inclusive, multicultural culture focused on collaboration, innovation, diversity, and mutual support.
• Medical and dental benefits fully paid for employees and dependents, telehealth access, and a Calm subscription.
• LinkedIn Learning, professional development programs, and career growth opportunities.
• Generous paid time off, in-office meal and transportation perks, and a home office stipend.
• Four-week paid sabbatical with a bonus after five years.