Manager, Customer Experience

📋 Description

• Lead, motivate, and develop a team of Customer Experience Specialists to deliver best-in-class
• Handle high-level customer escalations and partner with cross-functional teams to turn challenges
• Analyze CSAT, QA, occupancy, and other metrics to craft stories and optimize staffing and
• Identify performance opportunities and create targeted performance plans with coaching and feedback.
• Collaborate with Training to onboard and drive continuous learning for the team.
• Leverage AI and automation to streamline workflows and add measurable value for customers and the

🎯 Requirements

• 2+ years of frontline leadership/managerial experience in SaaS, tech support, or customer support
• Bilingual fluency in English and Spanish (written and verbal).
• Ability to work the schedule 2:00 AM - 10:00 AM (Costa Rica time).
• Proven track record coaching and developing individual contributors in a fast-growth tech
• Strong analytical, troubleshooting, and root-cause analysis skills to investigate complex issues.
• Comfort using AI-enabled tools and automation to simplify workflows and drive adoption.

🎁 Benefits

• Comprehensive Health & Wellness: medical and dental benefits for you and dependents
• Growth & Development: LinkedIn Learning, professional development programs, career growth
• Generous Paid Time Off to support work-life balance.
• Total Rewards: home office stipend, transportation perks, four-week sabbatical with bonus after
• Collaborative Culture: supportive environment with innovation and teamwork.