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
* Bachelor’s 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