Customer Success Manager

italki; Logroño; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading company is seeking a dedicated Customer Success Manager to join their team in Madrid. The role focuses on enhancing user experience through effective support and management of customer inquiries. Ideal candidates will have strong analytical skills and a proven track record in customer satisfaction. Responsibilities include operational follow-up, managing user requests, and collaborating on AI tools for efficient service. This position promises an immediate impact on the customer journey and requires excellent communication skills.

Formación

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

Responsabilidades

• Manage users' requests and inquiries.
• Collaborate in configuring AI-powered customer service tools.
• Provide customer success training for stakeholders.

Conocimientos

Customer Empathy

Analytical Skills

Interpersonal Skills

Communication Skills

Presentation Skills

Educación

Bachelor’s degree

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

• 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
• 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, etc.)
• Collaborate in configuring and training AI-powered customer service tools to ensure accurate and efficient user support
• Guarantee process and schedule
• Follow-up & monitor new policies
• Build schedules for policy announcements and ensure compliance
• Provide 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 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 track record of high customer satisfaction and ability to meet success metrics
• Strong reporting skills, with ability to summarize and report on policy operations
• Excellent interpersonal, communication, and presentation skills in English

Plus

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

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