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About the role
Key responsibilities & impact- Manage and resolve user requests efficiently: Deliver timely, high-quality support across all service channels, ensuring an empathetic and efficient experience.
- Bug detection and escalation: Detect, document, and escalate friction points, incidents, and anomalous behaviors within the user experience, collaborating with Product and Engineering to accelerate resolution and prevent customer impact.
- Identify behavioral patterns, risk signals, and proactive intervention opportunities: Review usage, attendance, and engagement trends to detect accounts that need attention and act before issues escalate.
- Execute customer outreach and follow-up actions: Contact users regarding open issues, low activity, missed classes, etc.
- Support the Voice of the Customer (VoC) program: Transform customer feedback into insights that guide company priorities and decisions.
- Design and optimize the Customer Journey: Improve onboarding, adoption, learning experience, and renewal moments across all segments.
- Lead retention and customer health strategies: Build playbooks, scoring models, and proactive frameworks to reduce churn and improve account health.
- Drive continuous experience improvement: Work closely with Product, Engineering, and Account Managers to identify friction points, propose improvements, and guarantee a real impact on user satisfaction and retention.
Requirements
What you’ll need- 1+ year of experience in Customer Experience, Customer Success, or Support roles.
- Strong analytical skills: data handling, report building, and the ability to extract actionable conclusions.
- Proactive, results-oriented mindset: doesn't wait for problems to arise — anticipates and acts on them.
- Excellent written and verbal communication skills in both Spanish and English.
- Ability to work autonomously and collaboratively in a fast-paced environment.
Benefits
Comp & perks- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data handlingreport buildingbug detectioncustomer outreachcustomer journey designscoring modelsproactive frameworksuser experience improvementanalytical skillscustomer feedback analysis
Soft Skills
empathetic supportproactive mindsetresults-orientedexcellent communicationautonomous workcollaborative workproblem anticipationcustomer health strategiescontinuous improvementattention to detail