Customer Success Specialist

italki; Madrid; Presencial; EUR 25.000 - 40.000; Jornada completa

Descripción de la vacante

A leading company in the online education field is seeking an experienced Customer Success Specialist. This role involves directly supporting students and teachers, driving quality in service and user experience. Successful candidates will thrive in a dynamic environment, handling inquiries and improving support processes.

Formación

• At least 2 years of customer-facing experience online or offline, preferably with a focus on quality control.
• Strong interpersonal skills and multicultural awareness.
• Excellent communication skills, capable of providing constructive feedback.

Responsabilidades

• Handle customer inquiries through various channels.
• Provide appropriate solutions and follow up for resolution.
• Review customer interactions to ensure quality standards.

Conocimientos

Customer empathy

Interpersonal skills

Results-oriented

Excellent communication

Descripción del empleo

italki is seeking a motivated and experienced Customer Success Specialist with a proven track record of performance, customer empathy, and results-oriented thinking to join our customer success team. Candidates will be responsible for a wide range of duties related to students and teacher support. Ideal candidates will be analytical and capable of succeeding in a fast-paced team environment.

The Customer Success Specialist acts as the primary interface between italki users and the business. He / She will be responsible for providing timely and accurate operational support to students and teachers on italki. The successful candidate will have an immediate, distinct impact on the user experience, maintaining high standards for the role. The Customer Success Specialist is expected to address system issues, suggest process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service-level agreements for email cases.

Responsibilities

1. Handle customer inquiries through channels such as email, WeChat, chat, or social media.
2. Provide appropriate solutions within the agreed service levels and follow up to ensure resolution.
3. Review and assess customer interactions to ensure quality standards.
4. Provide constructive feedback and coaching to customer service representatives.
5. Identify trends and areas for improvement, collaborating with management on quality enhancement plans.
6. Lead or participate in departmental projects to achieve team goals.

Requirements

1. At least 2 years of customer-facing experience online or offline, preferably with a focus on quality control or assurance.
2. Strong interpersonal skills and multicultural awareness.
3. Results-oriented with a sense of ownership and dedication.
4. Excellent communication skills, capable of providing positive, constructive feedback.

Plus

1. Proficiency in an additional foreign language beyond English.
2. Experience in high tech, software development, or education technology industries.
3. Experience in scaling a startup or growing a company's team.
4. Experience working in companies with a global or regional presence across multiple offices.