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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 expanding into new geographies and subject areas, and this role owns the customer experience strategy and execution for those expansions.
As Senior CX Specialist - Expansion, you will be the voice of learners and tutors in all expansion decisions. You'll own experience metrics (CSAT, contact rate, NPS) across new markets and subject areas, diagnose root causes of friction, and lead cross-functional programs to improve outcomes. You'll also define the CX foundation for every expansion: the policies governing learner-tutor interactions, end-to-end user journeys, and operational processes that ensure launches succeed.
Key responsibilities include:
1. Own Experience Metrics & Drive Improvement
- Track and own CSAT, contact rate, and other leading indicators for learners and tutors in expansion markets
- Monitor performance, spot trends, and diagnose root causes
- Translate data and customer insights into clear recommendations for Product, Growth, Customer Care, Supply Operations, and Localization
- Lead cross-functional programs end-to-end: scoping, alignment, execution, and impact tracking
- Build feedback loops between expansion markets and global teams to scale local learnings company-wide
2. Own Policy and Processes for New Markets & Subjects
- Create, modify, and maintain policies governing learner and tutor experience across new geographies and subject areas
- Map end-to-end user journeys; identify friction points and drive structural fixes
- Define and document CX processes for each expansion, ensuring scalability from day one
- Drive alignment on policies and processes across cross-functional partners
3. Execute Expansions & Raise the Bar
- Drive go-to-market readiness in partnership with Supply Operations and Customer Care Change Management
- Coordinate across teams to ensure smooth, well-timed launches
- Flag risks early and own resolution
- Run post-launch reviews and feed findings back into future expansions
You'll work closely with Product, Growth, Customer Care, Supply Operations, and Localization, acting as the CX voice in decisions affecting learners and tutors at scale.
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: 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) and moving them
- 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)
