Senior Customer Experience Specialist - Lesson Experience

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 personalised learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact. We’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started. As a category-defining company, we’re shaping what the future of learning looks like at global scale. Every Preply lesson sparks change, fuels ambition, and drives progress that matters. Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day. MEET THE TEAM Customer Experience (CX) is the team behind frictionless journeys and high-quality support for our global community of learners and tutors. We partner closely with Product and Operations to spot what’s not working, fix it at the source, and make sure changes scale—so customers can focus on learning progress. ABOUT THE ROLE We’re hiring a Lesson Experience Improvement Specialist to strengthen the end-to-end lesson journey — from scheduling, lesson delivery and issue handling (lateness, absences, cancellations, rescheduling, and other problematic lessons). You’ll translate customer signals and operational performance data into scalable workflows, clear policies, and cross-functional fixes across Product, Supply Operations, and Customer Care. You’ll also help operationalize launches so new changes land smoothly and don’t create long-term support debt. Location: Barcelona, Spain or Kyiv, Ukraine (hybrid) WHAT YOU’LL DO

1. Own lesson-journey outcomes

• Own key satisfaction and operational metrics (e.g., CSAT, contact rate, and other drivers tied to the lesson journey).
• Analyze feedback and operational data to identify trends, root causes, and recurring friction points.
• Partner with Product, Customer Care, and Supply Ops to prioritize the highest-impact opportunities.

2. Build scalable workflows and operating model

• Design and refine Customer Care workflows connected to scheduling, delivery, and lesson exceptions.
• Ensure workflows cover edge cases, escalation paths, and clear decisioning—so resolution is consistent and fast.
• Identify systemic issues that require product or policy changes, and co-design fixes with stakeholders.
• Support change management for high-impact launches (processes, tooling, routing, escalations, knowledge content, enablement).

3. Influence cross-functional roadmaps

• Ensure customer signals and operational learnings directly inform product and operational roadmaps.
• Convert feedback into actionable recommendations, balancing customer impact with feasibility and effort.
• Partner with Product and Supply Ops to validate pilots and track impact after launch.

4. Deliver projects end-to-end

• Lead or contribute to cross-functional initiatives focused on satisfaction, policy adoption, and operational efficiency.
• Align stakeholders, manage dependencies, remove blockers, and keep delivery on track.
• Track outcomes and communicate measurable impact against KPIs. 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) WHY YOU’LL LOVE IT AT PREPLY
• Open, collaborative, dynamic, and diverse culture
• Generous monthly allowance for lessons on Preply.com http://Preply.com
• Learning & Development budget, including time off for your self-development
• 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 well-being and physical health
• Opportunity to shape the lives of learners and tutors from over 175 countries through language learning and teaching OUR PRINCIPLES
• Care 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 INCLUSION Preply.com http://Preply.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.