Customer Success Specialist

italki is seeking a motivated and experienced

Customer Success Specialist

with a proven track record of performance, customer empathy, and results-oriented thinking to join our customer success team. Candidates will be responsible for a wide range of duties related to students and teacher support. Ideal candidates will be analytical and capable of succeeding in a fast-paced team environment.

The Customer Success Specialist acts as the primary interface between italki users and business. He/She will be

responsible for providing timely and accurate operational support to students and teachers in italki

. The successful candidate has an immediate, distinct effect on the experience of italki users, making a strong record of italki users focus on a high standard for the role. The Customer Success Specialist is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service-level agreements for email cases.

Responsibilities

Handle customer inquiries in assigned channels such as email, WeChat, chat, or social media. Provide appropriate solutions and alternatives within the agreed service level and follow up to ensure resolution. Review and assess customer service interactions to ensure adherence to quality standards. Provide constructive feedback and coaching/training to customer service representatives. Identify trends and areas for improvement in service delivery and collaborate with management to develop quality improvement plans. Participant or lead the department's project to reach the department's goal.

Requirements

Bachelor’s degree 2+ years

online and offline customer-facing

experiences, preferably with a

quality control

or

assurance focus

. Strong interpersonal skills and multicultural awareness Results-oriented, inspires dedication, and strong ownership Good communication skills with the ability to provide constructive feedback with a positive approach. Excellent written and verbal

English

Plus

​Proficiency in an extra foreign language out of English ​Experience in high tech, software development, and education technology industries ​Experience in growing and scaling a company growth or start-up team experience ​Experience in companies with global/regional presence with multiple offices across different