italki is seeking a dedicated, hardworking Customer Success Manager with a proven track record of performance, customer empathy, and results-oriented thinking to join the Customer Success Team in Madrid. The role involves a wide range of duties related to student and teacher support. Ideal candidates will be analytical and capable of thriving in a fast-paced team environment.
The successful candidate will have an immediate, distinct impact on the experience of italki users, making strong user focus a key standard for this role.
Responsibility
Operational follow-up
Manage users'' requests and inquiries
Manage and monitor users'' actions and public reviews
Ensure the transmission of policy launch-out to the concerned service
Management Coordination
Day to day management and response to italki users'' emails
Diagnosis of the existing student and teacher support across departments
Identify best practices to improve procedural guides and keep them updated according to new actions (new releases, system update, new policy etc.)
Collaborate in the configuration and training of AI-powered customer service tools to ensure accurate and efficient user support
Guarantee process and schedule
Follow-up monitoring with each new policy
Help to improve the request management process
Build schedules of policy announcements and ensure their compliance
Ensure customer success training for the stakeholders
Requirement
Bachelors degree, English or related majors preferred
2-4 years online and offline customer facing experiences
Experience in troubleshooting, identifying and resolving customer related issues
Strong proficiency with customer service software, databases and tools such as Zendesk, Jira, Confluence, Google Analytics
Familiarity with AI-powered customer support tools and experience in training or optimizing these systems to improve customer service quality
Consistent track record of achieving high levels of Customer satisfaction and ability to execute against key success metrics, benchmarks, and company goals
Strong reporting ability, and able to clearly summarize and report the operation status of a policy announcement based
Strong interpersonal skills, excellent communications and manner with internal and external customers at all levels
Results-orientation, faculty-centric, Inspire dedication, strong ownership
Excellence in presentation, spoken and written skills in English
Plus
Passion for languages with language skills in addition to required English
Experience in high tech, software development, education technology industries
Experience in growing and scaling company growth or start up team experience
Experience in companies with global / regional presence with multiple offices across different