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

• 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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