Senior Customer Experience Specialist - Lesson Experience

About the role

Preply is hiring a Senior Customer Experience Specialist to strengthen the end-to-end lesson journey, covering scheduling, lesson delivery and issue handling such as lateness, absences, cancellations and rescheduling. The role turns customer signals and operational data into scalable workflows, policies and cross-functional fixes across Product, Supply Operations and Customer Care, and helps operationalise new launches. It is based in Barcelona, Spain or Kyiv, Ukraine, on a hybrid basis.

Key responsibilities

• Own key satisfaction and operational metrics (e.g. CSAT, contact rate) and analyse feedback and data to find trends, root causes and friction points, then prioritise with Product, Customer Care and Supply Ops.
• Design and refine Customer Care workflows around scheduling, delivery and lesson exceptions, including edge cases, escalation paths and decisioning, and co-design product or policy fixes.
• Support change management for high-impact launches (processes, tooling, routing, escalations, knowledge content, enablement).
• Influence product and operational roadmaps by turning customer signals into actionable recommendations and validating pilots with Product and Supply Ops.
• Lead or contribute to cross-functional projects on satisfaction, policy adoption and efficiency, tracking outcomes against KPIs.

Required profile

• 4+ years in Customer Experience, Operations, Program/Project Management or Consulting.
• Proven track record designing and refining operational workflows, with strong execution and prioritisation.
• Able to influence without direct authority, analytical and data-fluent, with strong communication and stakeholder management.
• Preferred: experience moving CX KPIs (CSAT/NPS/contact rate) and knowledge of Lean / Six Sigma approaches.

Required skills

• Proficiency with BI tools (e.g. Looker)
• Basic SQL knowledge

What we offer

• Open, collaborative and diverse culture
• Monthly allowance for lessons on Preply.com
• Learning and development budget, including time off for self-development
• Competitive package with equity, leave allowance and health insurance
• Free mental health support platforms and access to Gympass-partnered wellness and gym centres in Spain