Customer Success Manager

italki; Cataluña; Presencial; EUR 35.000 - 55.000; Jornada completa

Descripción de la vacante

An established industry player is looking for a dedicated Customer Success Manager to join their dynamic team in Madrid. This role is pivotal in enhancing the experience of users by managing inquiries, improving processes, and ensuring high customer satisfaction. The ideal candidate will thrive in a fast-paced environment and will be instrumental in training and optimizing AI-powered support tools. If you have a passion for customer success and a knack for problem-solving, this is the perfect opportunity to make a significant impact in a growing company that values user focus and innovative solutions.

Formación

• 2-4 years of online and offline customer-facing experience.
• Experience troubleshooting and resolving customer issues.

Responsabilidades

• Manage users' requests and inquiries effectively.
• Collaborate in configuring AI-powered customer service tools.

Conocimientos

Customer empathy

Analytical skills

Interpersonal skills

Communication skills

Problem-solving

Educación

Bachelor's degree in English or related majors

Herramientas

Zendesk

Jira

Confluence

Google Analytics

Descripción del empleo

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

1. Operational follow-up

• Manage users' requests and inquiries
• Manage and monitor users' actions and public reviews
• Ensure the transmission of policy launch-outs to the concerned service

Management & Coordination

• Respond to italki users' emails daily
• Diagnose existing student and teacher support across departments
• Identify best practices to improve procedural guides and update them according to new actions (releases, system updates, policies)
• Collaborate in configuring and training AI-powered customer service tools for accurate and efficient support

Guarantee process and schedule

• Follow-up & monitor new policies
• Improve request management processes
• Build schedules for policy announcements and ensure compliance
• Provide customer success training for stakeholders

Requirements

• Bachelor’s degree; English or related majors preferred
• 2-4 years of online and offline customer-facing experience
• Experience troubleshooting, identifying, and resolving customer issues
• Proficiency with customer service software and tools such as Zendesk, Jira, Confluence, Google Analytics
• Familiarity with AI-powered customer support tools and experience in training or optimizing these systems
• Proven success in achieving high customer satisfaction and meeting key metrics
• Strong reporting skills to summarize and report on policy operations
• Excellent interpersonal, communication, and presentation skills in English

Plus

• Language skills beyond English; passion for languages
• Experience in high tech, software development, or education technology industries
• Experience in scaling company growth or startup environments
• Experience with companies having a global or regional presence across multiple offices