Customer Experience Specialist (Trilingual) - Overnight Shift

About the role

ActiveCampaign is looking for a trilingual Customer Experience Specialist fluent in Spanish, French and English to help customers get the most from its marketing platform. The specialist guides customers across industries and company sizes, resolves technical issues and helps them adopt the platform's AI features. The role works the overnight shift of 2:00 AM to 10:00 AM (Costa Rica time).

Key responsibilities

• Build a deep technical understanding of the ActiveCampaign platform and customer use cases.
• Guide a high volume of customers through screen sharing, chat and email.
• Own customer issues from first contact to resolution, collaborating with cross-functional teams when needed.
• Use AI-powered CX tools to review and validate AI-generated responses, spot trends and improve knowledge and workflows.
• Help customers understand and adopt ActiveCampaign's AI capabilities, including Active Intelligence, AI Campaign Builder, AI Brand Kit, Predictive Sending and AI-Suggested Segments.
• Handle inquiries from account issues and complex software problems to basic marketing and sales strategy questions.
• Identify product improvements, reproduce bugs and surface high-impact opportunities.
• Partner with development teams to improve product stability, write knowledge base articles and foster a customer-centric culture.
• Stay current on email marketing, deliverability and small-business marketing strategies.

Required profile

• Fluency in spoken and written English, Spanish and French, with strong reading comprehension in all three.
• Ability to work the 2:00 AM to 10:00 AM schedule (Costa Rica time).
• Prior experience in SaaS or technical support.
• Background check required; applicants must agree to it.

Required skills

• Strong analytical, organizational, written and verbal communication skills.
• Ability to handle a large volume of emails, live chats and phone calls with high-quality answers.
• Natural problem-solving and conflict-resolution skills, able to think under pressure.
• Curiosity about AI and willingness to learn ActiveCampaign's AI tools.

What we offer

• Medical and dental benefits paid 100% by the company, plus telehealth and a free Calm subscription.
• Access to LinkedIn Learning, professional development programs and career growth opportunities.
• Paid time off and a four-week paid sabbatical with a bonus after five years.
• In-office meal and transportation perks, a home office stipend and a collaborative culture.