Customer Experience Specialist - English

• Advise and Accelerate: Develop a deep and technical understanding of the platform and customer use cases to successfully advise customers on how to achieve their goals using ActiveCampaign
• Technical Guidance: Utilize technical skills to guide a high velocity of customers across multiple industries and levels of sophistication through screen sharing, chat, and email
• Problem Solving: Handle inquiries ranging from account issues and diagnosing complex software problems to providing basic marketing and sales strategy advice
• Issue Ownership: Own the resolution of customer issues from initial contact to completion by monitoring and responding to user-reported issues and infrastructure alerts
• Collaborate: Partner with development teams to drive stability, produce knowledge base articles, and foster a customer-centric culture
• Strategize: Formulate alternative or unique solutions based on best practices for technical scenarios to help clients succeed
• Identify Growth: Identify opportunities for potential growth of a customer's services and collaborate with the appropriate teams
• Product Improvement: Identify improvements to the product, isolate and reproduce bugs, and determine high-impact opportunities to enhance the customer experience

• Fluent English and Spanish, speaking, reading comprehension, and writing skills
• Strong analytical, organizational, written, and verbal communication skills with the ability to relate to others under pressure
• Solutions-oriented mindset with the ability to explain technical problems succinctly and clearly
• Ability to efficiently respond to a significant number of emails, live chats, and phone calls per day while maintaining high quality and composure
• Natural problem solver who is a tech geek and/or marketing novice with an entrepreneurial spirit
• Self-motivated, curious learner and proactive team player with innovative ideas to inspire customer adoption
• Ability to work night shifts and weekends

Prior experience in SaaS or Technical support

• Comprehensive Health & Wellness: Top-tier benefits package that includes medical and dental benefits paid 100% by ActiveCampaign for you and your dependents, complimentary access to telehealth services, and a free subscription to Calm
• Growth & Development: Access to LinkedIn Learning, professional development programs, and career growth opportunities in a fast-growing organization
• Generous Paid Time Off: Recharge and take the time you need to maintain work-life balance
• Total Rewards: In-office meal and transportation perks, home office stipend to cover at-home workspace expenses, and a four-week paid sabbatical with bonus after five years
• Collaborative Culture: Work alongside brilliant, passionate colleagues in an environment that values innovation, teamwork, and mutual support