Customer Experience Specialist - Trilingual
Core
Support SaaS customers on the ActiveCampaign platform by resolving technical issues, guiding AI tool adoption, and simplifying complex solutions to help achieve business goals.
Role type
Senior IC Customer Experience Specialist (Trilingual)
Builds
Customer success and retention for a global SaaS email marketing platform
Domain
SaaS / Email Marketing / AI
Deliverable
client delivery
Required skills
Technical problem-solving, AI tool validation, cross-functional collaboration, bug reproduction, knowledge base creation, conflict resolution, high-volume multi-channel support
Preferred skills
SaaS support experience, email marketing strategy knowledge, proactive innovation, entrepreneurial mindset
Technologies
ActiveCampaign, Active Intelligence, AI Campaign Builder, AI Brand Kit, Predictive Sending, AI-Suggested Segments
Responsibilities
Develop deep technical understanding of the platform to advise customers; guide high-volume customers via screen sharing, chat, and email; own issues from contact to resolution; validate AI-generated responses and improve workflows; help customers adopt AI capabilities; formulate creative technical solutions; identify product improvements and reproduce bugs; maintain quality in high-velocity environments; identify growth opportunities; partner with development teams to improve stability.
Seniority
Mid-level, hands-on IC