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 the ability to lead through organizational and platform changes. About ActiveCampaign: ActiveCampaign is the autonomous marketing platform for people at the heart of the action. It empowers teams to automate their campaigns with AI agents that imagine, activate, and validate–freeing them from step-by-step workflows and unlocking limitless ways to orchestrate their marketing. With AI, goal-based automation, and 1,000+ app integrations, agencies, marketers, and owners can build cross-channel campaigns in minutes–fine-tuned with billions of data points to drive real results for their unique business. ActiveCampaign is the trusted choice to help businesses unlock a new world of boundless opportunities–where ideas become impact and potential turns into real results. 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 . 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 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. 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. 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. 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.