Manager, Customer Experience - Graveyard

Are you an experienced customer experience leader with a passion for driving team excellence and solving complex problems in a fast-paced SaaS environment? ActiveCampaign is seeking a Manager, Customer Experience in Costa Rica who isn't afraid to dive into the trenches while driving high-level strategy. In this role, you won't just manage daily support operations—you will build a high-performing team, tell compelling qualitative and quantitative performance stories, and collaborate cross-functionally to shape the customer journey. If you excel at root-cause problem-solving, leveraging AI/automation, and mentoring team members to reach their full potential, this is your opportunity to directly impact our business and customer success.

On a typical day, you might

Lead, motivate, and develop a team of Customer Experience Specialists to deliver best-in-class issue resolution, continuous improvement, and deep product mastery.

Handle high-level customer escalations and partner with cross-functional teams (Product, Marketing, Solutions, Enablement) across the organization to turn challenges into positive customer solutions.

Analyze qualitative and quantitative performance data (CSAT, QA, Occupancy, metrics) to craft compelling stories, optimize shift scheduling, and make informed staffing and operational decisions.

Identify performance opportunities, creating targeted performance plans while providing and receiving constructive performance insights.

Partner with Training and Enablement to facilitate seamless onboarding and execute continuous learning modules for your team.

Leverage artificial intelligence and automation tools to identify repetitive manual activities, streamline operational workflows, and create measurable value for customers and the business.

Perform root cause analysis on complex customer and operational issues to distinguish isolated incidents from systemic problems, translating findings into practical, long-term solutions.

The ideal candidate will bring

• 2+ years of frontline leadership / managerial experience in a SaaS, tech support, or customer support environment (B2B or B2C).
• Bilingual fluency in English and Spanish (written and verbal), with excellent interpersonal and people management skills.
• Ability to work the standard schedule of 2:00 AM - 10:00 AM (Costa Rica time).
• Proven track record of coaching and developing individual contributors to drive high performance in a rapid-growth tech environment.
• Strong analytical, troubleshooting, and root cause analysis skills to investigate complex operational issues and align metrics cross-functionally.
• Demonstrated comfort leveraging AI-enabled tools and automation to simplify workflows, eliminate manual steps, and support responsible adoption within the team.
• Hands-on experience with core support operations systems, including Zendesk,Jira, Confluence, and Slack.
• Adaptable and independent leadership style, with acute business acumen and theability to lead through organizational and platform changes.