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.

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.

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