We help people discover the magic of the perfect tutor, craft a personalised learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact.We’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning. As a category-defining company, we’re shaping what the future of learning looks like at global scale.Every Preply lesson sparks change, fuels ambition, and drives progress that matters.

Joining

Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day.Customer Experience (CX) is the team behind frictionless journeys and high-quality support for our integral community of learners and tutors. About the roleWe’re hiring a Senior Customer Experience Specialist to strengthen the end-to-end lesson journey — from scheduling, lesson delivery and issue handling (lateness, absences, cancellations, rescheduling, and other problematic lessons).You’ll translate customer signals and operational performance data into scalable workflows, clear policies, and cross-functional fixes across Product, Supply Operations, and Customer Care. You’ll also help operationalize launches so new changes land smoothly and don’t create long-term support debt.Location: Barcelona, Spain or Kyiv, Ukraine (hybrid)What you’ll do1) Own lesson-journey outcomesOwn key satisfaction and operational metrics (e.g., Analyze feedback and operational data to identify trends,



root causes, and recurring friction points.Partner with Product, Customer Care, and Supply Ops to prioritize the highest-impact opportunities.2) Build scalable workflows and operating modelDesign and refine Customer Care workflows connected to scheduling, delivery, and lesson exceptions.Support change management for high-impact launches (processes, tooling, routing, escalations, knowledge content, enablement).4) Deliver projects end-to-endLead or contribute to cross-functional initiatives focused on satisfaction, policy adoption, and operational efficiency.Requirements4+ years in Customer Experience, Operations, Program/Project Management, or ConsultingProven track record designing and refining operational workflowsStrong execution and prioritization skills; able to influence without direct authorityAnalytical and data-fluent; able to translate signals into business/product recommendationsProficient with BI tools (e.g., Looker) and basic SQL knowledgeStrong communication and stakeholder managementCustomer-centric, proactive, and solutions-orientedPreferred qualificationsExperience moving CX KPIs (CSAT/NPS/contact rate)



and understanding the levers behind themExperience with Lean / Six Sigma or similar approaches (process mapping, redesign, performance initiatives)Why you’ll love it at PreplyOpen, collaborative, dynamic, and diverse cultureGenerous monthly allowance for lessons on Preply.comLearning & Development budget, including time off for your self-developmentCompetitive financial package with equity, leave allowance, and health insuranceAccess to free mental health support platformsAccess to Gympass-partnered wellness and gym centers throughout Spain to promote well-being and physical healthOpportunity to shape the lives of learners and tutors from over 175 countries through language learning and teachingOur PrinciplesCare to change the world - We are passionate about our work and care deeply about its impact to be life changing.Keep perfecting - To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.Growth mindset - We proactively seek growth opportunities and believe today's best performance becomes tomorrow's starting point.

Raise the bar - We raise our performance standards continuously, alongside each new hire and promotion. Challenge, disagree and commit - We value open and candid communication, even when we don’t fully agree. Together, we support and celebrate each other's progress.We believe that the presence of different opinions and viewpoints is a key ingredient for our success as a multicultural Ed-Tech company.

📌 Senior Customer Experience Specialist - Lesson Experience (Barcelona)
🏢 Preply
📍 Barcelona