Customer Care Specialist Remote (Ukraine-based)

About the Position

Customer Care Specialist Remote (Ukraine-based)

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About the Company

At Preply, we’re all about creating 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 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. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started. 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.

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Our Impact

To guide and support users with their interactions on Preply, and to resolve any issues they may face by becoming a true Customer Advocate.

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Why Join Our Customer Support Squad

• Join a growing international team of +100 bright specialists among 8 teams, empowered by experienced managers from world top-notch companies (Booking, Uber).
• Enjoy flexibility with a monthly rotating schedule featuring 9-hour shifts and at least 11 hours gap between them for proper rest.
• Benefit from ongoing support from trainers during onboarding and beyond to enhance your professional development.
• Engage in a dynamic environment with fast-paced work and clear KPIs, focusing on written communication via chats, emails, and social media.
• Experience a supportive and collaborative team culture with reasonable goals and a passion for learning and self-improvement.

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Responsibilities

• Answer customers’ questions and resolve any issues they may be facing.
• Identify problem areas and flag them to the concerned team.
• Ensure customer satisfaction by collecting and tracking user feedback.
• Work closely with product teams to resolve issues and share customer feedback.

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Requirements

• Previous experience providing support through live chats.
• Fluency in English.
• Strong technical and analytical skills.
• Ability to provide proactive and innovative solutions.
• Outstanding written and verbal skills.
• Ability to understand customer's needs.
• Ability to work in teams.
• A customer-centric, empathetic mindset with excellent listening skills.
• An ability to focus on what counts, creating simple solutions to deliver fast results.
• A passion for learning and desire for self-improvement.
• Computer with i5 or i7 processor, 16GB RAM, 256 GB SSD.
• Internet connection of at least 30mbs.

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Our Principles

• Care to change the world - We are passionate about our work and care deeply about its impact to be life-changing.
• We do it for learners - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.
• Keep perfecting - To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.
• Now is the time - In a fast-paced world, it matters how quickly we act. Now is the time to make great things happen.
• Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals, focus on what matters, and utilize our resources efficiently.
• Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories, unlocking meaningful insights to guide our decisions.
• Growth mindset - We proactively seek growth opportunities and believe today's best performance becomes tomorrow's starting point. We humbly embrace feedback and learn from setbacks.
• Raise the bar - We raise our performance standards continuously, alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.
• Challenge, disagree and commit - We value open and candid communication, even when we don’t fully agree. We speak our minds, challenge when necessary, and fully commit to decisions once made.
• One Preply - We prioritize collaboration, inclusion, and the success of our team over personal ambitions. Together, we support and celebrate each other's progress.

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Diversity, Equity, and Inclusion

Preply.com is committed to creating an inclusive environment where people of diverse backgrounds can thrive. We believe that the presence of different opinions and viewpoints is a key ingredient for our success as a multicultural Ed-Tech company. That means that Preply will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.