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.
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.
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 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.
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.
Apply and become part of the team that puts the customer at the center of everything we do at Slang.
Skills Required
- At least 1 year of experience in Customer Experience, Customer Success, or Support roles
- Strong analytical skills, including data handling, report building, and extracting actionable conclusions
- Proactive, results-oriented mindset with the ability to anticipate and address problems
- Excellent written and verbal communication skills in Spanish and English
- Ability to work autonomously and collaboratively in a fast-paced environment
What We Do
The all-in-one solution for learning professional English. Slang's platform features the largest offering of professional English courses in the world, with more than 200 courses in highly specialized areas — from Manufacturing to Psychology — and in the next three years we’ll have more than 1,000. Our extensive library allows companies and universities to bring their teams beyond basic English by creating hyper-personalized career paths — right down to the job title or major — regardless of area, industry, or role. Slang started at MIT as a research project where they discovered a highly adaptive learning experience — powered by the latest in ML and NLP — that creates the most efficient path to fluency by focusing only on what learners don’t already know. This innovative experience led Slang to be recognized as the world’s most promising startup of 2020 at the Global Edtech Startup Awards. Headquarters: Boston, MA Offices in: Colombia, Mexico, and Brazil Learn more about our unique approach at slangapp.com. We’d love to field any questions you have about our product and vision!
