Customer Success Manager

buscojobs España; Gerona; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading company in the education technology sector is seeking a Customer Success Manager to enhance user experience and support. The ideal candidate will have a strong background in customer service, analytical skills, and a passion for languages. This role requires managing user inquiries, improving support processes, and collaborating with various teams to ensure customer satisfaction.

Formación

• 2-4 years of customer-facing experience required.
• Experience in troubleshooting and resolving customer issues.
• Familiarity with AI-powered customer support tools.

Responsabilidades

• Manage users' requests and inquiries effectively.
• Collaborate in the training of AI-powered customer service tools.
• Ensure adherence to processes and schedules.

Conocimientos

Analytical skills

Customer empathy

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-out to the concerned service
   • Day-to-day management and response to italki users' emails
   • Diagnose existing student and teacher support processes across departments
   • Identify best practices to improve procedural guides and keep them updated according to new actions (new releases, system updates, new policies, etc.)
   • Collaborate in the configuration and training of AI-powered customer service tools to ensure accurate and efficient user support
   • Guarantee process and schedule adherence
   • Follow-up and monitor new policies
   • Help improve the request management process
   • Build schedules of policy announcements and ensure their compliance
   • Ensure customer success training for stakeholders
2. Requirements
   • Bachelor’s degree, English or related majors preferred
   • 2-4 years of online and offline customer-facing experience
   • Experience in troubleshooting, identifying, and resolving customer issues
   • Strong proficiency with customer service software, databases, 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 achieving high customer satisfaction and executing against success metrics
   • Strong reporting skills to summarize and report on operational status
   • Excellent interpersonal, communication, and presentation skills in English
   • Passion for languages and additional language skills are a plus
   • Experience in high-tech, software development, or education technology industries
   • Experience in scaling company growth or startup environments
   • Experience working with global or regional offices