Customer Support Team Lead

hace 4 semanas


Barcelona, Barcelona, España Preply Inc. A tiempo completo

Customer Support Team Lead Role

At Preply, we're passionate about empowering learners and tutors through language learning and teaching. As a Customer Support Team Lead, you'll play a crucial role in shaping our customer experience and driving our mission forward.

Key Responsibilities:

  • Encourage and support your team in achieving their goals and creating a safe working environment that fosters diversity and inclusion.
  • Analyze and plan work activities to ensure seamless execution and troubleshoot any issues that arise.
  • Nurture talent and lead by example, understanding the needs of your team and making informed decisions to drive growth and success.
  • Work collaboratively with your team to find solutions for our tutors and learners, driving innovation and improvement.
  • Ensure continuous reporting of performance, adherence, and attendance, and make data-driven decisions to drive business outcomes.
  • Improve our key customer support metrics, including contacts per hour, first response time, customer happiness, service quality, and first contact resolution.

What We're Looking For:
  • Able to support, develop, and grow team members on an individual level, making independent decisions and setting priorities.
  • A change ambassador who can handle operational challenges and drive business outcomes in a fast-scaling company.
  • Excellent networking and influencing skills, with the ability to drive results through collaboration and teamwork.
  • At least 2 years of experience leading a team of customer support agents, with a proven track record of success.
  • Ability to make data-driven decisions, with a strong understanding of business metrics and performance indicators.

Why You'll Love It at Preply:
  • An open, collaborative, dynamic, and diverse culture that values innovation and growth.
  • A generous monthly allowance for lessons on Preply, as well as a learning and development budget and time off for self-development.
  • A competitive financial package with equity, leave allowance, and health insurance.
  • Access to free mental health support platforms and the opportunity to make a meaningful impact on the lives of learners and tutors.
  • A culture that values simplicity, smoothness, and enjoyment, with a focus on creating an outstanding customer experience.


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