At Company, a dynamic leader in customer-centric solutions, we’re expanding our team in Heredia, Costa Rica. We’re looking for a Customer Experience Manager to join us full-time with the flexibility of remote work. This role offers a unique opportunity to advance your career in a fast-paced, energetic environment where your problem-solving skills and communication expertise will directly impact customer satisfaction and business growth.

Join us and be part of a company that values professional development, innovation, and a supportive culture. With over 2 years of experience in customer service or support, you will thrive by taking initiative and delivering exceptional service. Located in the heart of Heredia Province, this position combines local presence with remote work options, offering work-life balance and career advancement opportunities.

Key Responsibilities

• Lead the customer experience strategy to enhance satisfaction and retention metrics.
• Manage daily customer interactions with professionalism and empathy, ensuring timely resolution of inquiries and issues.
• Analyze customer feedback and data to identify trends and implement continuous improvement initiatives.
• Collaborate with cross-functional teams to align customer service goals with company objectives.
• Develop training materials and coach team members to maintain high-quality service standards.
• Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) to drive performance improvements.
• Implement innovative solutions to streamline support processes and enhance customer engagement.
• Report regularly to senior management on customer experience outcomes and improvement plans.

What We’re Looking For

Required:

• Minimum 2 years of experience in customer service, support, or related roles.
• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities with keen attention to detail.
• Professional and friendly demeanor with the ability to persuade and present effectively.
• Self-motivated and proactive learner who thrives in fast-paced environments.

Preferred:

• Experience managing customer experience initiatives or teams.
• Familiarity with CRM software and customer feedback tools.
• Knowledge of industry benchmarks such as NPS and CSAT.
• Ability to analyze data and translate insights into actionable strategies.
• Passion for continuous improvement and career development.

What We Offer

• Health insurance coverage to support your well-being.
• Paid time off to maintain work-life balance.
• Retirement plan to secure your future.
• Flexible remote work options to fit your lifestyle.
• Opportunities for professional development and career advancement.
• Supportive team culture that values innovation and initiative.
• Competitive salary aligned with industry standards in Costa Rica.

Frequently Asked Questions

Is this position fully remote? Yes, the role offers remote work flexibility, allowing you to work from home while being based in Heredia, Costa Rica.

What is the expected salary range? Salaries for Customer Experience Managers in Costa Rica typically range from USD $1,200 to $2,000 per month, depending on experience and qualifications.

What are the working hours? This is a full-time position with standard business hours, but some flexibility may be available depending on team needs.

Are there opportunities for career growth? Absolutely. We prioritize internal promotion and professional development to help you advance your career.

What tools or software will I use? You will work with CRM platforms, customer feedback tools, and data analytics software to manage and improve customer experience.

How do I apply? Simply submit your application through our online portal. Early applications are encouraged as we review candidates on a rolling basis.

For more information about customer experience roles and industry standards, visit the Customer Experience Insight.

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Ready to take the next step in your career? Apply today to join Company and make a meaningful impact in Heredia, Costa Rica!