Senior Project Specialist - Lesson Experience

Preply; United States; Hybrid; USD 67,000 - 100,000; Full time

Job summary

Preply is hiring a Senior Customer Experience Specialist to strengthen the end-to-end lesson journey—from scheduling to delivery and issue handling. You’ll translate customer signals and operational data into scalable workflows, clear policies, and cross-functional fixes with Product, Supply Ops and Customer Care.

Based in Barcelona or Kyiv (hybrid), you’ll help operationalize launches and ensure changes land smoothly while reducing support debt.

Responsibilities

• Own lesson-journey outcomes and key metrics (CSAT, contact rate). Analyze feedback to identify trends and friction points; collaborate with Product, Customer Care, and Supply Ops to prioritize opportunities.
• Design and refine Customer Care workflows connected to scheduling, delivery, and lesson exceptions; ensure edge cases, escalation paths, and clear decisioning.
• Identify issues requiring product or policy changes; co-design fixes with stakeholders; support change management for high-impact launches.

Job description

We power people’s progress.At Preply, we’re all about creating life‑changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalised learning journey, and stay motivated to keep growing. Our approach is human‑led, tech‑enabled - and it’s creating real impact.We’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human‑led, AI‑enhanced learning. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started. As a category-defining company, we’re shaping what the future of learning looks like at global scale.Every Preply lesson sparks change, fuels ambition, and drives progress that matters. Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day.

About the role

We’re hiring a Senior Customer Experience Specialist to strengthen the end‑to‑end lesson journey — from scheduling, lesson delivery and issue handling (lateness, absences, cancellations, rescheduling, and other problematic lessons).You’ll translate customer signals and operational performance data into scalable workflows, clear policies, and cross‑functional fixes across Product, Supply Operations, and Customer Care. You’ll also help operationalize launches so new changes land smoothly and don’t create long‑term support debt.

What you’ll do

• 1) Own lesson‑journey outcomesOwn key satisfaction and operational metrics (e.g., CSAT, contact rate, and other drivers tied to the lesson journey).Analyze feedback and operational data to identify trends, root causes, and recurring friction points.Partner with Product, Customer Care, and Supply Ops to prioritize the highest‑impact opportunities.
• 2) Build scalable workflows and operating modelDesign and refine Customer Care workflows connected to scheduling, delivery, and lesson exceptions.Ensure workflows cover edge cases, escalation paths, and clear decisioning—so resolution is consistent and fast.Identify systemic issues that require product or policy changes, and co‑design fixes with stakeholders.Support change management for high‑impact launches (processes, tooling, routing, escalations, knowledge content, enablement).
• 3) Influence cross‑functional roadmapsEnsure customer signals and operational learnings directly inform product and operational roadmaps.Convert feedback into actionable recommendations, balancing customer impact with feasibility and effort.Partner with Product and Supply Ops to validate pilots and track impact after launch.
• 4) Deliver projects end‑to

Location: Barcelona, Spain or Kyiv, Ukraine (hybrid)