Requirements: English
Company: italki
Region: Las Palmas , Canary Islands
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