Customer Experience Specialist
Heredia
Success – Customer Experience /
Full-time /
Hybrid
Are you a customer experience builder and enjoy simplifying complex solutions? Do you love the challenge of solving a difficult problem and developing alternate solutions? Have you worked in a buildup environment and enjoy the open yet hard-working culture? Are you a tech geek and/or marketing novice? If you said yes to any or all of these, you could be a fit for our Customer Experience team!
What your day could consist of:
- Develop a deep and technical understanding of the platform and customer use cases to be able to successfully advise customers on how to accelerate their business and achieve their goals using ActiveCampaign.
- Utilize technical skills to guide a high velocity of customers across multiple industries, company sizes, and levels of sophistication in their use of the ActiveCampaign software using multiple customer-facing channels ( screen sharing, chat, and email). Typical enquiries can range from account issues, to diagnosing complex software issues, to basic marketing and sales strategy advice.
- Own the resolution of customer issues from initial contact to completion by monitoring and responding to user-reported issues as well as infrastructure alerts promptly and professionally. This may include troubleshooting, issue replication and cross functional team collaboration.
- Formulate alternative or unique solutions based on best practices for technical scenarios to help clients achieve their goals and help them to utilize our platformIdentify improvements to the product, isolate and reproduce bugs and otherwise determine high-impact and creative opportunities to enhance the customer experience.
- Maintain quality in a high velocity environment by keeping composed to best help users in potentially tense and difficult situations.
- Identify opportunities for potential growth of customer’s services based on their need and collaborate with the appropriate teams to continue the conversation.
- Partner with development teams to drive stability and operational excellence, produce knowledge base articles, and foster a customer-centric culture of efficiency.
- Compose thoughtful, personalized responses for a variety of customer requestsKeep on top of the latest news in regards to email marketing, deliverability, and small business sales and marketing strategies.
- Most importantly, build upon ActiveCampaign’s goal of creating the best customer experience in the industry as we look for our own platform to improve the customer experience of over one million growing businesses
What is needed:
- Have strong analytical, organizational, written and verbal communication skills.
- Fluent English speaking, reading comprehension, and writing skills.
- Ability to efficiently respond to a significant number of emails, live chats and phone calls per day and produce high quality answers.
- Ability to work shifts that range from 6am - 7pm CT.
- Ability to work in office 3 days/week and as needed.
- A solutions oriented mindset with the ability to create memorable customer experiences and explain technical problems succinctly and clearly.
- A natural problem solver, who can think under pressure and flourishes in a fast-paced environment.
- A passion for customer support and about the role it plays in making a customer-centric team successful.
- An entrepreneurial spirit and attitude.
- A self-motivated, curious learner and proactive team player mindset with innovative ideas to inspire customer adoption.
- Excellent communication and conflict resolution skills & the ability to relate to others under pressure.
- Prior experience in SaaS/Technical support is a plus
For this position, a Background check is required by ActiveCampaign, therefore, by submitting your information for this position you agree to approve if required the background check.
This is an exciting time to join ActiveCampaign as we build out our new office in Costa Rica. You will be a large part of developing our office culture in this new Central American hub location.
About ActiveCampaign:
ActiveCampaign helps small teams power big businesses with the must-have platform for intelligent marketing automation. Customers from over 170 countries depend on ActiveCampaign’s mix of pre-built automations and integrations (including Facebook, Google, WordPress, Salesforce, Shopify, and Square) to power personalized marketing, transactional emails, and one-to-one CRM interactions throughout the customer lifecycle.
As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. You can find out more about our DEI initiatives here.
ActiveCampaign holds the highest customer satisfaction rating among Marketing Automation, E-Commerce Personalization, Landing Page Builders, and CRM solutions on G2.com and is one of only a handful of software solutions with over 10,000 positive reviews. ActiveCampaign has also been named the Top Rated Email Marketing Software on TrustRadius. Learn more and start your free trial at ActiveCampaign.com.
Perks and Benefits:
At ActiveCampaign, we prioritize employees’ well-being and professional growth by cultivating a culture centered on collaboration and innovation. When you join our team, you’ll not only have the opportunity to make a significant impact, but also enjoy a range of benefits tailored to support your personal and career development.
Here are some of the benefits we offer:
-Comprehensive medical and dental benefits paid 100% by ActiveCampaign for you and your dependents
-Complimentary access to mental health resources through Calm and TELUS Health EAP
-Generous paid time off and leave of absence options
-Meal and transportation perks through a reloadable card
-Home office stipend to cover at-home workspace expenses
-Focus Wednesdays, where we dedicate one full day to no internal meetings and no interruptions
-Access to professional development resources through platforms like Hone and Udemy
-Baby swag for every baby born and/or adopted - we love to see our AC family grow!
-After five years of service, you’ll be eligible for a four-week paid sabbatical leave, accompanied by a sabbatical leave bonus
ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow, and promote no matter of gender, race, ethnicity sexual orientation, marital status, political opinion, national origin, social origin, parentage, workers union membership, economic status, religion, age, health condition, disability or any other grounds protected by law.
For this position, a background check is required by ActiveCampaign, therefore, by submitting your information for this position you agree to approve if required the background check.
Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.
