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Preply is an online language learning marketplace, connecting tutors to hundreds of thousands of learners in 180 countries worldwide. More than 40,000 tutors teach over 50 languages, powered by a machine-learning algorithm that recommends the best tutors for each learner.
10 грудня 2017

Head of Customer Support (вакансія неактивна)

Київ

Необхідні навички

Your competency profile:
— You have a passion for helping people to learn efficiently;
— You are the leader;
— You’ve got the experience in building, leading and scaling sales and support teams;
— Data informed growth of customers’ satisfaction is your focus: strong ability to understand & synthesize data;
— Your communication skills are unrivaled;
— You can pull out mind-blowing creative ideas;
— Pressure? You laugh in the face of pressure;
— You have an Entrepreneurial mindset and ability to understand customers needs. Previous CEO/founder experience is a plus;
— Minimum 5+ years experience of leading a customer facing teams;
— Experience setting up process across different customer communication channels: Emails, Chats & Ticketing services (Intercom, Zendesk etc.);
— Ability to interview, hire, manage, lead, engage and motivate the team on a daily basis.

Пропонуємо

What we offer:
— An opportunity to lead a worldwide educational product and build the global brand in online tutoring space;
— Friendly, open, dynamic and international working environment;
— Company, where your opinion will be highly valued and appreciated;
— Enthusiastic team with no bureaucracy and corporate stuff;
— Flexible working conditions to support your personal needs;
— Strong financial package to live a great life and keep saving.

Обов’язки

Your expected outcomes:
— Ensuring excellent communication style of customer care team across different product stages and geographies based on deep understanding of product personas;
— Leading, shaping, and developing the customer care team;
— Build culture of soft sales to ensure the best possible customer experience;
— Create and develop processes and key performance indicators for multilingual (16 lang.) global 24/7 support;
— Troubleshoot technical issues and drive issue customer concern with Preply’s support and product teams. -
— Troubleshoot payment services issues;
— Share customer feature requests directly to our product team to craft the future of Preply’s platform;
— Finding ways for client support managers to deeply understand client’s objectives and to become a trusted advisor.

Про проєкт

Based in Berlin and Kyiv, Preply is a global marketplace for online tutoring that helps people to learn languages faster with the world’s best one-on-one online teachers. Trusted by thousands of learners and tutors from more than 150 countries, Preply team is building the global leader in online tutoring space. The team is backed by the Europe’s best marketplace investors such as Point Nine Capital, Arthur Kosten (co-founder of Booking.com), Mariusz Gralewski (founder of DocPlanner.com) and others.
As we grow our customer base, and expand our platform to all the possible geographies, the Head of Customer Support will be the person to build our 24/7 customer care team. We are looking for a smart, empathetic, inspiring, hands-on leader who will be pro-actively contribute to the product development and internal processes to ensure the best possible customer experience.