Customer Experience Specialist (Education)

About the role

The Customer Experience Specialist (Education) supports education, certification and knowledge initiatives by providing frontline assistance to customers, partners and internal teams. The role covers managing inquiries, supporting training and certification programs, administering learning platforms and maintaining knowledge resources. It is based in Ultralag, Heredia, on a hybrid basis.

Key responsibilities

• Monitor and manage communication channels to triage incoming customer, partner and internal inquiries.
• Respond to basic questions about training programs using approved templates and guidelines.
• Communicate with internal teams, business partners and key stakeholders.
• Support certification programs by managing voucher issuance, tracking and record keeping, and handling certification inquiries and recertification.
• Create, issue and maintain candidate badges and certification records.
• Process candidate accommodation requests in line with internal policies.
• Keep documentation links accurate and functional, and monitor education and knowledge channels (email, chat, collaboration tools).
• Triage knowledge portal access issues and broken links, assist with knowledge content audits, and help administer learning platforms (LMS/LXP), including access and permissions troubleshooting.
• Contribute to continuous improvement of education and knowledge management processes.

Required profile

• Bachelor's degree or equivalent experience.
• Minimum 1 year of experience in a customer service environment; previous experience in a technical support organization is a plus.
• Advanced English proficiency (C1 level).
• Ability to work independently and collaborate positively, with strong written and verbal communication skills.

Required skills

• Google Apps, especially Google Sheets.
• Ticketing systems such as Jira and Salesforce.
• Chat-related support experience.
• Desired: presentation and facilitation skills, experience supporting training, certification or learning platforms, and familiarity with knowledge management systems or portals.