Requirements: English
Company: italki
Region: Madrid , Community of Madrid
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.
ResponsibilityOperational follow-upManage users'' requests and inquiriesManage and monitor users'' actions and public reviewsEnsure the transmission of policy launch-out to the concerned serviceManagement & CoordinationDay to day management and response to italki users'' emailsDiagnosis of the existing student and teacher support across departmentsIdentify 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 supportGuarantee process and scheduleFollow-up & monitoring with each new policyHelp to improve the request management processBuild schedules of policy announcements and ensure their complianceEnsure customer success training for the stakeholders
RequirementBachelors degree, English or related majors preferred2-4 years online and offline customer facing experiencesExperience in troubleshooting, identifying and resolving customer related issuesStrong proficiency with customer service software, databases and tools such as Zendesk, Jira, Confluence, Google AnalyticsFamiliarity with AI-powered customer support tools and experience in training or optimizing these systems to improve customer service qualityConsistent track record of achieving high levels of Customer satisfaction and ability to execute against key success metrics, benchmarks, and company goalsStrong reporting ability, and able to clearly summarize and report the operation status of a policy announcement basedStrong interpersonal skills, excellent communications and manner with internal and external customers at all levelsResults-orientation, faculty-centric, Inspire dedication, strong ownershipExcellence in presentation, spoken and written skills in English
PlusPassion for languages with language skills in addition to required EnglishExperience in high tech, software development, education technology industriesExperience in growing and scaling company growth or start up team experienceExperience in companies with global / regional presence with multiple offices across different