Customer Experience Specialist - English Location: Heredia Type: Full-time Workplace: hybrid Category: Customer Experience Job Description: Are you a customer experience builder who enjoys 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 an open yet hard-working culture? If you are a tech geek with a passion for helping others, you could be a fit for our Customer Experience team! This role title better reflects the technical and advisory nature of the position ; it is not just about resolving issues, but about proactively guiding customers to achieve their goals and find success using the platform. It combines product expertise, technical guidance, and customer success elements central to the job. On a typical day, you will: - 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. The ideal candidate will have: - Multilingual Skills: Fluent English and Spanish, speaking, reading comprehension, and writing skills). - Communication Mastery: Strong analytical, organizational, written, and verbal communication skills with the ability to relate to others under pressure. - A Solutions Mindset: A solutions-oriented mindset with the ability to explain technical problems succinctly and clearly. - High-Velocity Stamina: The ability to efficiently respond to a significant number of emails, live chats, and phone calls per day while maintaining high quality and composure. - Technical Passion: A natural problem solver who is a tech geek and/or marketing novice with an entrepreneurial spirit. - Proactive Attitude: A self-motivated, curious learner and proactive team player with innovative ideas to inspire customer adoption. - Experience: Prior experience in SaaS or Technical support is a plus. - Flexibility: The ability to work night shifts and weekends. For this position, a background check is required. By submitting your information, you agree to approve a background check if required 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

• Oversee a team of Customer Service Representatives who manage high-volume patient inquiries related to billing, payments, medical claims, insurance coverage, and benefits • Conduct regular coaching sessions, including monthly 1:1s and real-time feedback • Monitor daily call activity (60+ calls/day per CSR) and ensure service standards are met • Handle escalated patient concerns involving billing, claims, and insurance inquiries • Ensure strict adherence to HIPAA and company confidentiality standards • Work cross-functionally with leadership, peers, and clients

Role Description We are seeking dependable and customer-focused individuals to join our team in a fully remote Customer Service – Booking Vacations role. This position supports clients with coordinating vacation plans, assisting with reservations, and ensuring a smooth and positive booking experience. This is an entry-level opportunity within the travel industry. No prior travel experience is required. Structured onboarding and ongoing training are provided. - Assist clients with researching and booking vacation packages, hotels, and cruises - Respond to customer inquiries regarding travel options, availability, and reservation details - Support the booking and confirmation process from start to finish - Review travel details for accuracy, including dates, accommodations, and traveler information - Maintain organized client records and documentation - Provide follow-up support before and after travel Qualifications - Strong written and verbal communication skills - Customer-focused mindset with attention to detail - Comfortable navigating online systems and digital platforms - Ability to work independently in a remote environment - Previous customer service, hospitality, or administrative experience is helpful but not required Benefits - Structured onboarding and step-by-step training - Access to travel booking tools and supplier resources - Ongoing mentorship and professional development - Flexible fully remote work environment - Supportive and collaborative team culture

• Use Good Judgment to Solve Cases. Own customer escalations with cases that genuinely require seasoned judgment, the ones AI can't safely close. Build and protect customer trust in moments that matter. • Build and own AI quality. Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations, and own the quality of AI outputs in your domain. • Synthesize and partner with Product/Eng. Produce formal weekly and monthly insights, participate in roadmap conversations with Product Development teams, and mentor Associates on their build and synthesis work. • Shipped 3–5 AI solutions • A monthly drumbeat of synthesized insights that Product and Engineering act on, with visible impact on customer experience or a measurable drop in case volume • Owns a measurable case-volume reduction in your domain by making cases not happen, not by closing them faster • You question default workflows instead of just executing them, and you ship more by removing work, not just doing more of it. • You build with AI to make yourself and the teammates around you faster — automating triage, drafting responses, prototyping internal tools, and turning one-off builds into reusable patterns Associates can run with. • Mentors Associate teammates on AI builds and pattern synthesis.