We believe learning with a great tutor is life-changing. That’s why we match online tutors from across the globe with learners and empower them to create live language classes with AI-powered tools and learning materials. This is how we deliver progress, create engagement and keep our global community of learners motivated. So far, over 32,000 tutors have given more than 15 million lessons to learners from over 175 countries.
As the company looks to increase momentum and scale geographically, we are looking for a Customer Support Team Leader to join our Customer Support Squad.
What you'll be doing:
- Encourage, provide and support your team in achieving their goals.
- Create a safe working environment supporting diversity of backgrounds and opinions.
- Analyze, plan and troubleshoot work activities.
- Nurture (multicultural) talent and lead by understanding your people.
- Together with your team you find solutions for our tutor and students, formulate new ideas and embrace change.
- Ensure continuous reporting of performance, adherence and attendance.
- Improve our key Customer Support metrics from good to stellar (Contacts per Hour, First Response Time, Customer Happiness, Service Quality, First Contact Resolution)
- Ability to support, develop and grow team members on an individual level.
- Ability to make independent decisions and set priorities.
- Be a change ambassador handling operational challenges of a fast scaling company.
- Networking and ability to influence others.
- Excellent teamwork skills.
- At least 2 years of experience leading a team of Customer Support agents.
- Capacity to make data driven decisions, excel is a plus.
Why you'll love it at Preply:
- An 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;
- The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).
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 is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed-Tech company.
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. Together, we are The World Class.
What We Do
Preply stands with Ukraine and its people. We invite you to do the same. ??
Here are some ways you can help: https://preply.com/en/blog/stand-with-ukraine/
Preply is a global language learning marketplace, connecting tutors with millions of learners from all over the world.
Founded in 2012 and backed by some of the world’s leading investors, Preply is on a mission to shape the future of effective learning. Fueled by a belief that live engagement with a teacher is still the most effective way to learn a new skill, Preply is building a personalized learning space that will enable individual learners to reach their goals in the fastest way possible.
Powered by a tenfold increase in revenues over the last three years, Preply now has 300+ employees of over 44 nationalities based between Barcelona, Kyiv and US.
Preply is driven by a culture of experimentation and data-driven learnings, focused on building best-in-class consumer and enterprise solutions.
with locations in Kyiv and Barcelona.
