Customer Experience Analyst

Slang; Bogotá; Presencial; COP 36.000.000 - 60.000.000; Jornada completa

Descripción de la vacante

Slang is seeking a Customer Experience Analyst to be the first point of contact for users across Latin America. You will deliver high-quality support, transform interactions into insights, and collaborate with Product, Marketing, and Account Managers to improve retention and adoption.

This role combines analytical thinking with hands-on execution to reduce churn, monitor engagement, and drive proactive improvements across the customer journey.

Formación

• 1+ year of experience in Customer Experience, Customer Success, or Support roles.
• Strong analytical skills: data handling, report building, and deriving actionable conclusions.
• Proactive, results-oriented mindset with initiative.
• Excellent written and verbal communication in Spanish and English.
• Ability to work autonomously and collaboratively in a fast-paced environment.

Responsabilidades

• Manage and resolve user requests across all service channels with timely, empathetic support.
• Detect, document, and escalate friction points, incidents, and anomalies, coordinating with Product and Engineering to accelerate resolution.
• Identify patterns and risk signals to enable proactive interventions.
• Execute customer outreach and follow-up actions for open issues, missed classes, or low activity.
• Support the Voice of the Customer (VoC) program by turning feedback into actionable insights.
• Design and optimize the Customer Journey to improve onboarding, adoption, and renewal moments.
• Lead retention and health strategies with playbooks and scoring models.
• Collaborate with Product, Engineering, and Account Managers to drive measurable improvements in satisfaction and retention.

Conocimientos

Data analysis

Customer experience

Bilingual Spanish-English

Communication skills

Descripción del empleo

• Country Colombia

About Us

Job Description

We're looking for our next Customer Experience Analyst!

Are you passionate about customer experience, have strong analytical skills, and want to work in an operation that impacts thousands of users across Latin America?

At Slang, we're looking for a Customer Experience Analyst who is the first point of contact for our users: someone who delivers excellent support and turns every interaction into an opportunity to strengthen retention, improve adoption, and transform user insights into actionable improvements for the operation.

What are we building at Slang?

At Slang, we implement professional English programs at the best companies and institutions across Latin America. We are a global company operating in more than 15 countries in the region, working with hundreds of clients to help their teams master English in real workplace contexts.

Our platform combines cutting-edge technology, including Artificial Intelligence, with specialized content to deliver the most effective learning experience in the market. Whether in sales, finance, medicine, logistics, or law, we help professionals across the region advance their careers through English.

This role is the first line of contact with our clients: it manages support tickets across all channels and ensures every response is timely, empathetic, and high-quality. But it goes beyond reactive resolution — it turns every interaction into a valuable input that drives strategic decisions.

The mission is to transform every customer touchpoint into measurable value: anticipating churn risks, monitoring engagement, identifying friction points in the customer journey, and executing proactive actions that improve retention and platform adoption.

To achieve this, the role combines analytical thinking with direct execution, collaborating with Account Managers, Product, and Marketing to design a customer experience that is a real growth driver for Slang.

Key Responsabilities

Operational Responsabilities

• 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 elevate 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 escalat.
• Execute customer outreach and follow-up actions: Contact users regarding open issues, low activity, missed classes, etc.

Strategic Responsabilities

• 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

• 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.

Does this challenge speak to you?

If you're passionate about turning data into decisions, building experiences that matter, and growing alongside a high-performance team at a company transforming professional English across Latin America — this role is for you.