Customer Experience & Insights 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

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.