Customer Care Specialist Remote (Colombia-based)

Preply; Medellín; A distancia; COP 35.712.000 - 58.032.000; Jornada completa

Descripción de la vacante

Preply is seeking a Customer Support professional in Medellín to answer questions and resolve issues via written channels. You will identify problem areas, capture user feedback, and work with product teams to improve the customer experience.

Ideal candidates have live chat experience, strong English, and a proactive, empathetic mindset. The role embraces a fast-paced, metrics-driven environment with clear KPIs.

Formación

• Previous experience providing support through live chats.
• Fluency in English and strong written communication.
• Analytical thinking with ability to resolve issues and propose solutions.
• Ability to work in teams and understand customer needs.

Responsabilidades

• Answer customers’ questions and resolve issues via chat, email, and social.
• Identify problem areas and flag them to the relevant teams.
• Ensure customer satisfaction and collect user feedback.
• Collaborate with product teams to address issues and share feedback.

Conocimientos

Live chat support

Fluent English

Analytical skills

Teamwork

Written communication

Customer-centric mindset

Descripción del empleo

We power people’s progress.

At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalized learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact. So far, 90,000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change, fuels ambition, and drives progress that matters.

Our impact in one sentence:

To guide and support users with their interactions on Preply, and to resolve any issues they may face by becoming a true Customer Advocate.

At least 5 reasons to join our Customer Support Squad

• Our international team is constantly growing, and now you can join +100 bright specialists among 8 teams, empowered by experienced managers from world top-notch companies (Booking, Uber).
• Flexibility is a must for us, but also a big advantage. Preply supports customers 24/7, so you’ll have a monthly rotating schedule with 9-hours shifts, and not less than 11 hours gap between them to have a proper rest.
• To make your professional development more efficient, our trainers will support you not only through the onboarding but also after, with additional support to set you up for success.
• No calls—only written communication via chats, emails, and social.
• We have a really dynamic environment and fast working pace with reasonable goals and clear KPIs for you to be confident in what the team expects from you.

What you'll be doing

• Answer customers’ questions and resolving any issues that they may be facing;
• Identify problem areas and flagging them to the concerned team;
• Ensure customer satisfaction, and work on collecting and tracking user's feedback;
• Work closely with the product teams to resolve issues and share customer feedback;

What you need to succeed

• Previous experience providing support through live chats
• Fluency in English
• Strong technical and analytical skills;
• Ability to provide proactive and innovative solutions;
• Outstanding written and verbal skills;
• Ability to understand customer's needs;
• Ability to work in teams;
• A customer-centric, empathetic mindset with excellent listening skills;
• An ability to focus on what counts, creating simple solutions to deliver fast results;
• A passion for learning and desire for self-improvement.
• Computerwith i5 or i7 processor, 16GB RAM, 256 GB SSD
• Internet connection of at least 30mbs