Customer Success Manager

hace 4 semanas

Cartagena, Murcia, España italki A tiempo completo
Customer Success Manager

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.

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.

Responsibilities
  • Manage users' requests and inquiries
  • Manage and monitor users' actions and public reviews
  • Ensure the transmission of policy launch-out to the concerned service
  • Day-to-day management and response to italki users' emails
  • Diagnostics of the existing student and teacher support across departments
  • Identify best practices to improve procedural guides and keep them updated according to new actions (new releases, system updates, new policies etc.)
  • Collaborate in the configuration and training of AI-powered customer service tools to ensure accurate and efficient user support
  • Follow-up and monitoring with each new policy
  • Help to improve the request management process
  • Build schedules of policy announcements and ensure their compliance
  • Ensure customer success training for stakeholders
Requirements
  • Bachelor's degree, English or related majors preferred
  • 2-4 years online and offline customer-facing experiences
  • Experience in troubleshooting, identifying and resolving customer-related issues
  • Strong proficiency with customer service software, databases, and tools such as Zendesk, Jira, Confluence, Google Analytics
  • Familiarity with AI-powered customer support tools and experience in training or optimizing these systems to improve customer service quality
  • Consistent track record of achieving high levels of customer satisfaction and ability to execute against key success metrics, benchmarks, and company goals
  • Strong reporting ability, and able to clearly summarize and report the operation status of a policy announcement
  • Strong interpersonal skills, excellent communications, and manner with internal and external customers at all levels
  • Results-orientation, faculty-centric, inspire dedication, strong ownership
  • Excellence in presentation, spoken, and written skills in English
Plus
  • Possession of passion for languages with language skills in addition to required English
  • Experience in high-tech, software development, education technology industries
  • Experience in growing and scaling company growth or start-up team experience
  • Experience in companies with global/regional presence with multiple offices across different locations

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