Customer Success Manager

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, monitor users' actions and public reviews, and ensure the transmission of policy launch-outs to the concerned service.
2. Management & Coordination: Handle day-to-day management and response to italki users' emails, diagnose existing student and teacher support processes across departments, and identify best practices to improve procedural guides, updating them according to new actions (new releases, system updates, policies, etc.).
3. Collaborate in configuring and training AI-powered customer service tools to ensure accurate and efficient user support.
4. Guarantee process and schedule: Follow-up and monitor each new policy, help improve request management processes, build schedules for policy announcements, and ensure their compliance.
5. Ensure 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 in troubleshooting, identifying, and resolving customer-related 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 to improve customer service quality.
• Consistent track record of achieving high customer satisfaction and ability to meet key success metrics, benchmarks, and company goals.
• Strong reporting skills, with the ability to summarize and report on operational status and policy implementation.
• Excellent interpersonal, communication, and presentation skills in English.

Preferred Qualifications

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