Are you a customer experience builder who enjoys simplifying complex solutions? Do you love the challenge of solving a difficult problem and developing alternate solutions? Have you worked in a buildup environment and enjoy an open yet hard-working culture? If you are a tech geek with a passion for helping others, you could be a fit for our Customer Experience team!

This role title better reflects the technical and advisory nature of the position ; it is not just about resolving issues, but about proactively guiding customers to achieve their goals and find success using the platform. It combines product expertise, technical guidance, and customer success elements central to the job.

• Advise and Accelerate: Develop a deep and technical understanding of the platform and customer use cases to successfully advise customers on how to achieve their goals using ActiveCampaign.

• Technical Guidance: Utilize technical skills to guide a high velocity of customers across multiple industries and levels of sophistication through screen sharing, chat, and email.

• Problem Solving: Handle inquiries ranging from account issues and diagnosing complex software problems to providing basic marketing and sales strategy advice.

• Issue Ownership: Own the resolution of customer issues from initial contact to completion by monitoring and responding to user-reported issues and infrastructure alerts.

• Collaborate: Partner with development teams to drive stability, produce knowledge base articles, and foster a customer-centric culture.

• Strategize: Formulate alternative or unique solutions based on best practices for technical scenarios to help clients succeed.

• Identify Growth: Identify opportunities for potential growth of a customer's services and collaborate with the appropriate teams.

• Product Improvement: Identify improvements to the product, isolate and reproduce bugs, and determine high-impact opportunities to enhance the customer experience.

• Multilingual Skills: Fluent English, Spanish and French, speaking, reading comprehension, and writing skills).

• Communication Mastery: Strong analytical, organizational, written, and verbal communication skills with the ability to relate to others under pressure.

• A Solutions Mindset: A solutions-oriented mindset with the ability to explain technical problems succinctly and clearly.

• High-Velocity Stamina: The ability to efficiently respond to a significant number of emails, live chats, and phone calls per day while maintaining high quality and composure.

• Technical Passion: A natural problem solver who is a tech geek and/or marketing novice with an entrepreneurial spirit.

• Proactive Attitude: A self-motivated, curious learner and proactive team player with innovative ideas to inspire customer adoption.

• Experience: Prior experience in SaaS or Technical support is a plus.

• Flexibility: The ability to work night shifts and weekends.

For this position, a background check is required. By submitting your information, you agree to approve a background check if required