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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 company is building human-led, AI-enhanced learning experiences at global scale.
You'll join the Customer Experience team as a Senior Lesson Experience Improvement Specialist, owning the end-to-end lesson journey—from scheduling and delivery through issue handling (lateness, absences, cancellations, rescheduling). You'll translate customer signals and operational data into scalable workflows, policies, and cross-functional fixes.
Key responsibilities:
1) Own lesson-journey outcomes: Track and improve key satisfaction and operational metrics (CSAT, contact rate, etc.). Analyze feedback and data to identify trends, root causes, and friction points. Partner with Product, Customer Care, and Supply Operations to prioritize high-impact opportunities.
2) Build scalable workflows and operating model: Design and refine Customer Care workflows for scheduling, delivery, and lesson exceptions. Ensure workflows cover edge cases, escalation paths, and clear decision-making for consistent, fast resolution. Identify systemic issues requiring product or policy changes and co-design fixes. Support change management for launches (processes, tooling, routing, escalations, knowledge, enablement).
3) Influence cross-functional roadmaps: Ensure customer signals and operational learnings inform product and operational roadmaps. Convert feedback into actionable recommendations balancing customer impact with feasibility. Partner with Product and Supply Ops to validate pilots and track post-launch impact.
4) Deliver projects end-to-end: Lead or contribute to cross-functional initiatives on satisfaction, policy adoption, and operational efficiency. Align stakeholders, manage dependencies, remove blockers, and track measurable outcomes against KPIs.
You'll work in a collaborative, dynamic culture focused on simplicity, continuous improvement, and disciplined execution. The role is based in Barcelona (hybrid) with an option for Kyiv, Ukraine.
REQUIREMENTS:
Minimum qualifications:
- 2+ years in Customer Experience, Operations, Program/Project Management, or Consulting
- Proven track record designing and refining operational workflows
- Strong execution and prioritization skills; able to influence without direct authority
- Analytical and data-fluent; able to translate signals into business/product recommendations
- Proficient with BI tools (e.g., Looker) and basic SQL knowledge
- Strong communication and stakeholder management
- Customer-centric, proactive, and solutions-oriented
Preferred qualifications:
- Experience moving CX KPIs (CSAT/NPS/contact rate) and understanding the levers behind them
- Experience with Lean / Six Sigma or similar approaches (process mapping, redesign, performance initiatives)
