Supply Experience Improvement Specialist

Supply Experience Improvement Specialist

Join to apply for the Supply Experience Improvement Specialist role at Preply

We power people’s progress. At Preply, we create 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 creates real impact. So far, 90,000 tutors have delivered over 20 million lessons to learners in more than 175 countries.

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, profile creation, managing students, or receiving payouts – tutors will feel heard and supported.

What You’ll Be Doing

We are seeking a Supply Experience Improvement Specialist to join our team. In this role, you’ll improve 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 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 Include

• Own 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 with the highest impact on tutor experience.
• Design and optimize customer care workflows across tutor‑facing processes. Identify systemic issues requiring Product or Policy solutions, partner with relevant teams to co‑design fixes and continuously assess and refine support workflows to minimize tutor effort and improve quality and timeliness.
• Act 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.
• Lead 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 Succeed

Why you’ll love it at Preply

Our Principles

Diversity, Equity, and Inclusion

Preply.com is committed to creating an inclusive environment where people of diverse backgrounds can thrive. We consider all applications for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, age or veteran status.

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