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

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