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Preply is a unicorn edtech platform (Series D, $150M) that connects 100,000+ tutors teaching 90+ languages to learners in 180 countries. The Customer Experience squad is responsible for frictionless journeys and exceptional support across the global learner and tutor community.
As a Senior Expansion Experience Specialist, you will own the customer experience strategy and execution across Preply's geographic and subject-area expansions. This is a high-impact operations role that bridges product, growth, customer care, supply operations, and localization teams.
Key responsibilities:
**Experience Metrics & Improvement:** Own CSAT, contact rate, and other leading experience indicators for learners and tutors. Monitor performance, spot trends, and diagnose root causes. Translate data and customer insights into clear recommendations for cross-functional partners. Lead end-to-end programs—scoping, alignment, execution, and impact tracking. Build feedback loops between expansion markets and global teams to drive company-wide improvements.
**Policy & Process Ownership:** Create, modify, and maintain policies governing learner and tutor interactions across new geographies and subject areas. Map end-to-end user journeys; identify friction points and drive structural fixes. Define and document scalable CX processes for each expansion, built right from day one. Drive alignment on policies and processes across all cross-functional partners.
**Expansion Execution:** Drive go-to-market readiness in partnership with Supply Operations and Customer Care Change Management. Ensure the right tools, workflows, and team knowledge are in place before launch. Coordinate smooth, well-timed launches across all functions. Flag risks early and own resolution. Run post-launch reviews and feed findings back into future playbooks.
You will act as the CX voice in decisions affecting learners and tutors at scale, working closely with Product, Growth, Customer Care, Supply Operations, and Localization teams.
**Requirements:**
- 4+ years in strategy & operations, consulting, marketplaces, or high-growth tech roles
- Proven track record leading cross-functional initiatives, geographic expansion, or new vertical launches end-to-end with clear outcomes
- Analytical and data-savvy with strong root-cause analysis and ability to translate insights into business and product recommendations
- Excellent program and project management skills
- Experience writing or owning customer-facing policies or operational processes
- Strong communication, stakeholder management, and influencing skills
**Nice to have:**
- Experience influencing CX KPIs (CSAT, NPS, contact rate)
- Marketplace or platform experience supporting large customer and supply partner bases
- Experience creating and improving customer support agent workflows
- SQL and BI fluency (e.g., Looker)
