Senior Project Specialist - Lesson Experience

About the role

Preply is hiring a Senior Customer Experience Specialist to strengthen the end-to-end lesson journey, from scheduling and lesson delivery to handling issues such as lateness, absences, cancellations and rescheduling. The role turns customer signals and operational data into scalable workflows, clear policies and cross-functional fixes across Product, Supply Operations and Customer Care, and helps operationalise launches so they do not create long-term support debt. The position 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 recurring friction points.
• Partner with Product, Customer Care and Supply Ops to prioritise the highest-impact opportunities.
• Design and refine Customer Care workflows around scheduling, delivery and lesson exceptions, covering edge cases, escalation paths and decisioning.
• Identify systemic issues needing product or policy changes and co-design fixes with stakeholders.
• 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 initiatives on satisfaction, policy adoption and operational 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.
• Strong execution and prioritisation, able to influence without direct authority.
• Analytical and data-fluent, able to turn signals into business recommendations.
• Strong communication and stakeholder management; customer-centric and proactive.
• Preferred: experience moving CX KPIs (CSAT/NPS/contact rate) and knowledge of Lean / Six Sigma.

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 financial package with equity, leave allowance and health insurance.
• Free mental health support platforms and access to Gympass-partnered wellness and gym centres in Spain.