Customer Experience Manager – Graveyard Shift

About the role

ActiveCampaign is looking for a Customer Experience Manager to lead a team of specialists on the graveyard shift (2 AM‑10 AM Costa Rica time). The role combines hands‑on support, strategic planning and cross‑functional collaboration to improve the customer journey in a fast‑paced SaaS environment.

Key responsibilities

• Lead, motivate and develop a team of Customer Experience Specialists, ensuring high‑quality issue resolution and product mastery.
• Handle high‑level customer escalations and work with Product, Marketing, Solutions and Enablement teams to turn challenges into solutions.
• Analyze CSAT, QA, occupancy and other metrics to create performance stories, optimize staffing and shift scheduling.
• Partner with Training and Enablement to onboard new hires and deliver continuous learning.
• Leverage AI and automation tools to streamline repetitive tasks and improve operational efficiency.
• Conduct root‑cause analysis on complex issues and implement long‑term fixes.

Required profile

• 2+ years of frontline leadership or managerial experience in SaaS, tech support or customer support (B2B or B2C).
• Bilingual fluency in English and Spanish, both written and verbal.
• Willingness to work the standard 2 AM‑10 AM schedule (Costa Rica time).
• Proven ability to coach and develop individual contributors in a rapid‑growth environment.
• Strong analytical and troubleshooting skills with a focus on root‑cause analysis.

Required skills

• Zendesk
• Jira
• Confluence
• Slack
• AI‑enabled automation tools