Customer Care Team Lead

Barcelona

Meet the team
Welcome to Preply’s Customer Support squad – the driving force behind delivering exceptional support experiences for our global community of learners and tutors.

We’re not just a support team; we’re performance-driven collaborators dedicated to setting new standards for excellence. At the heart of our mission is ensuring our customer support agents have the tools, guidance, and motivation they need to excel in providing the best customer support to learners and tutors. By fostering agents’ growth, enhancing their skills, and creating an environment of continuous improvement, we empower them to deliver outstanding service every day.

As a Customer Support Team Lead, your primary focus will be on agent performance – from setting clear goals, continuously monitoring the quality and efficiency of the support they provide, and providing actionable feedback, to identifying areas for growth and celebrating wins.

At Preply, we believe the success of our learners and tutors starts with the success of our team. If you’re passionate about developing talent, driving performance, and creating impactful change, this is the role for you!

What you'll be doing:

• Encourage, provide and support your team in achieving their goals.

• Create a safe working environment supporting diversity of backgrounds and opinions.

• Analyze, plan and troubleshoot work activities.

• Nurture (multicultural) talent and lead by understanding your people.

• Together with your team you find solutions for our tutor and students, formulate new ideas and embrace change.

• Ensure continuous reporting of performance, adherence and attendance.

• Improve our key Customer Support metrics from good to stellar (Contacts per Hour, Average Handling Time, First Response Time, Customer Happiness, Service Quality, First Contact Resolution).

• Manage some projects in the Customer Support team.

What you need to succeed:

• Ability to support, develop and grow team members on an individual level.

• Ability to make independent decisions and set priorities.

• Be a change ambassador handling operational challenges of a fast scaling company.

• Networking and ability to influence others.

• Excellent teamwork skills.

• Capacity to make data driven decisions, excel is a plus.

• Experience leading an internal or outsourced team of approximately 16 Customer Care Agents.

Why you'll love it at Preply:

• An open, collaborative, dynamic and diverse culture;

• A generous monthly allowance for lessons on Preply.com, Learning & Development budget and time off for your self-development;

• A competitive financial package with equity, leave allowance and health insurance;

• Access to free mental health support platforms;

• The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).

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.