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
- 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
- Follow-up & monitor new policies
- Improve request management processes
- Build schedules for policy announcements and ensure compliance
- Provide customer success training for stakeholders
- 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
- 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