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Preply is a unicorn edtech platform (Series D, $150M) that connects 100,000+ tutors teaching 90+ languages to learners across 180 countries. The company is transforming education through human-led, AI-enhanced learning experiences.
As Customer Care Team Lead, you will manage a team of approximately 16 customer support agents, driving performance excellence and agent development. Your primary focus is on agent performance management—setting clear goals, monitoring quality and efficiency metrics, providing actionable feedback, and identifying growth opportunities.
Key responsibilities include:
- Supporting and developing team members individually, fostering growth and skill enhancement
- Creating a safe, inclusive working environment that values diverse backgrounds and perspectives
- Analyzing, planning, and troubleshooting work activities and operational challenges
- Ensuring continuous reporting of performance, adherence, and attendance
- Improving key customer support metrics: Contacts per Hour, Average Handling Time, First Response Time, Customer Happiness, Service Quality, and First Contact Resolution
- Managing projects within the Customer Support team
- Making independent decisions, setting priorities, and influencing others across the organization
- Embracing change as a change ambassador in a fast-scaling company
Preply's culture emphasizes care, learner-first thinking, continuous improvement, disciplined execution, growth mindset, and collaborative "One Preply" values. The company offers competitive compensation with equity, learning & development budget, health insurance, mental health support, and generous time off for self-development.
Requirements:
- Proven experience leading an internal or outsourced team of approximately 16 customer care agents
- Ability to support, develop, and grow team members on an individual level
- Ability to make independent decisions and set priorities
- Experience as a change ambassador handling operational challenges in fast-scaling environments
- Strong networking and influence skills
- Excellent teamwork and collaboration abilities
- Capacity to make data-driven decisions (Excel proficiency a plus)
