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.
Responsibilities
* Operational follow-up: Manage users' requests and inquiries, monitor users' actions and public reviews, ensure policy communication.
* Management & Coordination: Respond to user emails, diagnose support issues, identify best practices, and update procedural guides.
* Collaborate on configuring and training AI-powered customer service tools to ensure accurate support.
* Guarantee process adherence and schedule follow-up & monitoring for new policies.
* Assist in improving request management processes and build schedules for policy announcements.
* Ensure customer success training for stakeholders.
Requirements
* Bachelor’s degree, preferably in English or related majors.
* 2-4 years of online and offline customer-facing experience.
* Experience in troubleshooting, resolving customer issues.
* Proficiency with customer service software such as Zendesk, Jira, Confluence, Google Analytics.
* Familiarity with AI-powered customer support tools and experience in training or optimizing these systems.
* Proven track record of achieving high customer satisfaction and meeting success metrics.
* Strong reporting skills and ability to summarize operational status.
* Excellent interpersonal and communication skills in English.
* Results-oriented, dedicated, with a strong sense of ownership.
* Excellence in presentation skills, both spoken and written.
Preferred Qualifications
* Passion for languages, additional language skills.
* Experience in high-tech, software development, or education technology industries.
* Experience in scaling company growth or startup environments.
* Experience working with global/regional teams across multiple offices.
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