Customer Experience Specialist Tutor Experience
Customer Experience Specialist Tutor Experience
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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 Care squad the driving force behind delivering 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 things go sideways for our tutors whether its during onboarding creating their profiles managing their students or even getting their payout tutors will feel heard and supported.
If youre passionate about supporting our tutors and creating impactful change this role is for you!
What youll be doing:
We are seeking a Customer Experience Specialist (Tutor Experience) to join our this role you will focus on ensuring that tutors on Preplys platform have a smooth positive experience throughout their journey. You will serve as a champion for tutor satisfaction analyzing feedback and operational data to drive improvements. This position is based in Barcelona Spain or Kyiv Ukraine with a hybrid work arrangement.
Your key responsibilities will include:
- Drive Tutor Experience Metrics: Take ownership of key tutor satisfaction metrics such as Tutor NPS CSAT contact rate and retention. Analyze tutor feedback from various channels to identify pain points and areas for improvement. Use data-driven insights to recommend and implement solutions that enhance the tutor experience.
- Voice of the Tutors: Coordinate with multiple departments (Product Supply Operations Data Analytics etc.) to advocate for tutor needs and ensure that improvements are holistic and aligned. Provide insights from tutor feedback to inform product enhancements or policy updates and help roll out changes in a tutor-friendly way.
- Optimize Support Workflows and Policies: Identify opportunities and work closely with the Customer Care team to to reduce friction in help channels (e.g. Intercom chat) and improve policies & procedures ensuring tutors receive efficient high-quality support.
- Project Management & Implementation: Lead or participate in projects aimed at improving tutor experience. This may include policy changes new feature launches or even tutor education.
What you need to succeed:
- 35 years in customer experience customer support or operations roles ideally in a marketplace or fast-paced tech/EdTech environment.
- Solid understanding of support KPIs (CSAT NPS contact rate SLAs) and how to influence them.
- Strong ability to work with data and translate insights into action
- Customer-centric proactive and solutions-oriented mindset
- Proven ability to run cross-functional projects prioritize tasks and influence stakeholders without direct authority.
- Strong stakeholder management skills; proven success working with Product Data Marketing or Ops teams.
- Strong empathy for the tutor community
- Proficiency with Looker (or other BI tools) and SQL knowledge will be a strong plus.
- For internal hire: Deep understanding of internal support processes and procedures is mandatory.
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;
- 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.
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Required Experience:
Unclear Seniority
Employment Type
Full Time
