Customer Experience Specialist - Content and Automation
Customer Experience Specialist - Content and Automation
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Job Description
We power peoples progress.
At Preply were all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor craft a personalized learning journey and stay motivated to keep growing. Our approach is human-led tech-enabled - and its creating real impact. So far 90000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change fuels ambition and drives progress that matters.
Meet the team!
Welcome to Preplys Customer Experience squad the driving force behind delivering frictionless user journeys and exceptional support experiences for our global community of learners and tutors.
At the heart of our mission is creating experiences for both our learners and tutors so they can focus on what matters most learning progress. When something goes sideways wed like to ensure we enable our users to resolve problems quickly through personalized content and automations.
If youre passionate about empowering our users and creating impactful change this role is for you!
What youll be doing:
As aCX Specialist - Content & Automation you will lead the strategy and execution of all customer-facing support contentfrom Help Center articles to chatbot responses. Youll own and evolve our AI agent automate scalable solutions and turn user insights into content that empowers learners and drives resolution. This role blends UX writing automation and enablement to create seamless effective self-service experiences.
Your key responsibilities will include:
Enablement & Content Strategy
- Set the standards in terms of how CX content is created and scaled (structure tone visuals etc)
- Own and manage the roadmap of all user-facing content like Help Center agent templates and automated messages
- Collaborate with CX and Product teams to surface insights and translate them into scalable content solutions.
- Collaborate with Brand & Localisation team to align content with brands tone of voice
- Define content governance processes to ensure updates are timely and consistent.
- Ensure continuous consistency across the HelpCenter content (user facing) and the internal Knowledge Base for agents owned by the Agent Enablement team
Automation & AI Agent Ownership
- Define the strategy on discoverability of different channels FinAI and Workflows vs direct handover to agents
- Manage the performance training and evolution of our AI support chatbot (Intercoms FinAI) to improve resolution via relevant content
- Monitor analytics to continuously improve bot coverage accuracy and content performance by balancing the automated % of resolution/deflection with its customer satisfaction.
Customer Insights & Feedback Loops
- Analyze user behavior search data and ticket topics to identify gaps in self-service.
- Run diagnostics and test hypotheses to uncover high-impact content opportunities.
- Partner with Product CX Ops and Customer Care Product teams to prioritize and execute improvements.
Enablement Tools & Infrastructure
- Lead or support implementation of more enablement tools within the user journey (e.g. in-product guides)
What you need to succeed:
Experience & Skills
- 3 years of experience in content design or CX operationsideally with exposure to AI or automation tools.
- Strong analytical mindset; experience using data to drive decisions (e.g. Looker Google Analytics chatbot dashboards).
- Proficiency with help desk platforms and knowledge base tools.
- Clear communicator with strong UX writing editing and information architecture skills.
- Comfortable managing cross-functional initiatives
- Experience building and training AI chatbots is a plus
- Experience with Intercom as a CRM tool is a big plus
Why youll love it at Preply:
- An open collaborative dynamic and diverse culture;
- A generous monthly allowance for lessons on Learning & Development budget and time off for your self-development;
- A competitive financial package with equity leave allowance and health insurance;
- Not in Barcelona We offer an attractive relocation package to join us in our Preply Barcelona Hub
- Access to free mental health support platforms;
- Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health;
- The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).
Our Principles
- Care to change the world - We are passionate about our work and care deeply about its impact to be life changing.
- We do it for learners - For both Preply and tutors learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.
- Keep perfecting - To create an outstanding customer experience we focus on simplicity smoothness and enjoyment continually perfecting it as every detail matters.
- Now is the time - In a fast-paced world it matters how quickly we act. Now is the time to make great things happen.
- Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals focus on what matters and utilize our resources efficiently.
- Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories unlocking meaningful insights to guide our decisions.
- Growth mindset - We proactively seek growth opportunities and believe todays best performance becomes tomorrows starting point. We humbly embrace feedback and learn from setbacks.
- Raise the bar - We raise our performance standards continuously alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.
- Challenge disagree and commit - We value open and candid communication even when we dont fully agree. We speak our minds challenge when necessary and fully commit to decisions once made.
- One Preply - We prioritize collaboration inclusion and the success of our team over personal ambitions. Together we support and celebrate each others progress.
Diversity Equity and Inclusion
Preply is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed-Tech company.
Preply will consider all applications for employment without regard to race color religion gender identity or expression sexual orientation national origin disability age or veteran status. Together we are The World Class.
#LI-CD1
Required Experience:
Unclear Seniority
Employment Type
Full Time
