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 manages inquiries, supports training and certification programs, administers learning platforms and maintains knowledge resources. It is based in Ultralag, Heredia, on a hybrid basis.

Key responsibilities

• Monitor and manage communication channels to triage customer, partner and internal inquiries.
• Respond to basic questions about training programs using approved templates and guidelines.
• 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.
• Ensure documentation links are accurate and functional, and fix broken links in the knowledge portal.
• Assist with audits and reviews of knowledge content.
• Support administration of learning platforms (LMS/LXP), including basic 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.
• Ability to work independently and collaborate positively with others.
• Excellent written and verbal communication skills and advanced English (C1).

Required skills

• Experience with Google Apps, especially Google Sheets.
• Experience with 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.