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Preply is a unicorn edtech platform (Series D, $150M) transforming language learning globally. With 100,000+ tutors teaching 90+ languages to learners in 180 countries, the company combines human-led instruction with AI-enhanced tools to create personalized learning journeys.
As Customer Care Team Lead, you'll manage a team of approximately 16 customer support agents, driving performance excellence and agent development. Your primary focus is ensuring agents have the tools, guidance, and motivation to deliver exceptional support to both learners and tutors worldwide.
Key responsibilities include:
- Setting clear performance goals and continuously monitoring quality, efficiency, and adherence metrics
- Providing actionable feedback and identifying growth opportunities for individual team members
- Analyzing and troubleshooting work activities; managing projects within the support function
- Improving key metrics: Contacts per Hour, Average Handling Time, First Response Time, Customer Happiness, Service Quality, and First Contact Resolution
- Creating a safe, inclusive working environment that celebrates diversity and embraces change
- Making data-driven decisions to optimize team performance and operational efficiency
- Collaborating cross-functionally to develop solutions for tutors and students
You'll need experience leading internal or outsourced customer support teams, strong ability to develop talent individually, capacity for independent decision-making, and comfort with Excel and data analysis. The role demands a change ambassador mindset—someone who can navigate fast-scaling operational challenges, influence others, and foster continuous improvement.
Preply offers competitive compensation with equity, generous learning allowance, L&D budget, mental health support, and the opportunity to impact millions of learners globally.
