We're looking for our next Customer Experience Lead! We're looking for a Customer Experience Lead to help us shape how users experience our product and services across Latin America — leading our support and QA operations while combining empathy, data, and cross-functional collaboration to make every interaction meaningful What are we building at Slang? At Slang, we're teaching professional English across Latin America. We're a global startup operating in over 15 countries in the region, working with hundreds of companies to help their teams master English in real workplace contexts. Our platform combines cutting-edge technology and specialized content to offer the most effective learning experience on the market. Whether in sales, finance, healthcare, logistics, or law, we help professionals move their careers forward through English. You can learn more about our unique approach at slangapp.com . What this role is about In this role, you will lead and evolve the Customer Experience function at Slang, ensuring every interaction with our customers is empathetic, human-centered, and valuable. You will be responsible for managing and mentoring a small team that provides support to customers across Latin America, while building processes that not only improve user satisfaction, but also generate insights that influence product development and customer success strategies. You will serve as a key connector between Customer Experience, Classes and Product, transforming customer feedback and needs into actionable insights that drive product innovation. You'll also use data to proactively identify patterns, prioritize initiatives, and make assertive decisions to elevate the overall customer experience. In addition, you will contribute to Quality Assurance processes and help shape a Customer Experience culture that is as agile and ambitious as our product. You will be able to problem-solve and independently come up with solutions for support requests and respond to messages. In this role, you will also oversee the end-to-end B2C user journey, from onboarding through ongoing engagement and support. You'll ensure that users receive timely, high-quality assistance while identifying opportunities to deepen their success with Slang. By actively collecting and analyzing user feedback, you'll channel critical insights to our Product and Account Management team—surfacing feature requests, usability challenges, and customer risk signals. This position is ideal for someone who thrives at the intersection of user empathy, operational excellence, and cross-functional collaboration. If you're excited by the opportunity to build a user-obsessed team that has a direct impact on product and company strategy — this is the role for you. This is a hybrid position, requiring only one day per week in the office. Education, knowledge, and skills required A degree in management or data-related fields: Business Administration, Industrial Engineering, or related areas. Proven experience (3+ years) with customer support, customer experience, customer success, or related teams. Strong written communication skills in both English and Spanish, with an English level between B2 and C2. A passion for helping users and an ability to lead a support team focused on empathy and care. Excellent discipline and focus, especially in autonomous environments. Analytical mindset with the ability to identify user behavior patterns, define and track metrics, and turn insights into action. Familiarity with the analysis of NPS, App Store ratings, and other customer satisfaction metrics. Strategic thinking and the ability to influence product and support decisions with user insights. Interest in product innovation, process optimization, and cross-functional collaboration. Plus: experience using SQL or data analysis tools. Plus: experience working in SaaS or edtech environments. Plus: Experience in UX research, voice-of-customer programs, or designing user feedback loops. Slang is an equal-opportunity employer. We celebrate diversity and are committed to our inclusive and healthy environment. #J-18808-Ljbffr