Customer Experience Operations Specialist – Tutor Experience

Описание

We power people’s progress.At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalized learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact. So far, 90,000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change, fuels ambition, and drives progress that matters.Meet the team!Welcome to Preply’s Customer Care squad – the driving force behind delivering exceptional support experiences for our global community of learners and tutors.At the heart of our mission is creating experiences for both our learners and tutors, so they can focus on what matters most – learning progress. When things go sideways for our tutors – whether it’s during onboarding, creating their profiles, managing their students, or even getting their payout – tutors will feel heard and supported.If you’re passionate about supporting our tutors and creating impactful change, this role is for you!What You’ll Be DoingWe are seeking a Supply Experience Improvement Specialist to join our team. In this role, you’ll be responsible for improving the end-to-end tutor journey by identifying friction points, designing scalable workflows, and influencing cross-functional improvements that enhance satisfaction and efficiency.You’ll work closely with Product, Supply Operations, and Customer Care teams to ensure that both policy and product changes deliver a positive, seamless experience for tutors.This position is based in Barcelona, Spain or Kyiv, Ukraine with a hybrid work arrangement.Your Key Responsibilities Will IncludeDrive Tutor Experience MetricsOwn and improve key tutor satisfaction metrics (Tutor NPS, CSAT, contact rate, retention).Analyze tutor feedback and operational data to identify trends, root causes, and opportunities for improvement.Collaborate with Product and Supply Operations to prioritize fixes and improvements with the highest impact on tutor experience.Optimize and Design Operational WorkflowsDesign and optimize customer care workflows across tutor-facing processesIdentify systemic issues requiring Product or Policy solutions, and partner with relevant teams to co-design fixes.Continuously assess and refine support workflows to minimize tutor effort and improve quality and timeliness.Voice of the Tutors & Cross-Functional InfluenceAct as a strategic voice of the tutors, ensuring insights directly inform product roadmaps, supply operations decisions, and policy updates.Translate tutor feedback into actionable recommendations, balancing operational feasibility and customer impact.Partner with Product & Supply Operations to validate new features or policy pilots and track their impact post-launch.Project Management & ImplementationLead or participate in cross-functional projects aimed at improving tutor satisfaction, policy adoption, or operational efficiency.Drive alignment among multiple stakeholders, removing blockers and ensuring timely execution.Track project outcomes and report on measurable impact against KPIs.What You Need To SucceedMinimum 2+ years of experience in Customer Experience, Operations, Program Management or Consulting roles.Strong understanding of CX KPIs (CSAT, NPS, contact rate, SLAs) and how to influence them.Proven experience designing and optimizing operational workflows.Proven ability to run cross-functional projects, prioritize tasks, and influence stakeholders without direct authority.Analytical and data-savvy; able to translate insights into business recommendations.Customer-centric, proactive, and solutions-oriented.Excellent stakeholder management skills.Experience with customer support agent workflows is a strong plus.Proficiency with BI tools (e.g., Looker). SQL knowledge is a huge bonus.Why you’ll love it at PreplyAn open, collaborative, dynamic and diverse culture;A generous monthly allowance for lessons on Preply.com, Learning & Development budget and time off for your self-development;A competitive financial package with equity, leave allowance and health insurance;Access to free mental health support platforms;Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health; The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).Our PrinciplesCare to change the world - We are passionate about our work and care deeply about its impact to be life changing.We do it for learners - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.Keep perfecting - To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.Now is the time - In a fast-paced world, it matters how quickly we act. Now is the time to make great things happen.Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals, focus on what matters, and utilize our resources efficiently.Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories, unlocking meaningful insights to guide our decisions.Growth mindset - We proactively seek growth opportunities and believe today's best performance becomes tomorrow's starting point. We humbly embrace feedback and learn from setbacks.Raise the bar - We raise our performance standards continuously, alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.Challenge, disagree and commit - We value open and candid communication, even when we don’t fully agree. We speak our minds, challenge when necessary, and fully commit to decisions once made.One Preply - We prioritize collaboration, inclusion, and the success of our team over personal ambitions. Together, we support and celebrate each other's progress.Diversity, Equity, and InclusionPreply.com is committed to creating an inclusive environment where people of diverse backgrounds can thrive. We believe that the presence of different opinions and viewpoints is a key ingredient for our success as a multicultural Ed-Tech company. That means that Preply will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or veteran status.