Requirements: English
Company: italki
Region: Oviedo ,
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