Customer Success Expert
hace 7 días
The role of Customer Success Manager is a critical position within our organization, requiring a dedicated and results-driven professional to ensure the optimal experience of italki users.
Key Responsibilities:- Operational Oversight
- Manage and respond to user inquiries and requests in a timely and efficient manner.
- Monitor user actions and public reviews to identify areas for improvement.
- E nsure seamless communication with stakeholders regarding policy updates and launches.
- Management & Coordination
- Provide exceptional day-to-day management and response to italki users' emails and concerns.
- Diagnose and resolve existing student and teacher support across departments.
- Identify and implement best practices to enhance procedural guides and maintain their relevance with new actions and system updates.
- Collaborate in configuring and training AI-powered customer service tools for accurate and efficient user support.
- Process Improvement and Scheduling
- Foster a culture of follow-up and monitoring with each new policy to ensure successful implementation.
- Contribute to improving the request management process and develop schedules for policy announcements to ensure compliance.
- Develop and deliver customer success training for stakeholders to promote excellence in customer service.
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