Customer Support Agent Remote (Ukraine-based)

Job description

WE POWER PEOPLE’S PROGRESS. At Preply, we’re all about creating life-changing learning experiences. 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. 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. OUR IMPACT IN ONE SENTENCE: To guide and support users with their interactions on Preply, and to resolve any issues they may face by becoming a true Customer Advocate. AT LEAST 5 REASONS TO JOIN OUR CUSTOMER SUPPORT SQUAD - Our international team is constantly growing, and now you can join +100 bright specialists among 8 teams, empowered by experienced managers from world top-notch companies (Booking, Uber). - Flexibility is a must for us, but also a big advantage. Preply supports customers 24/7, so you’ll have a monthly rotating schedule with 9-hours shifts, and not less than 11 hours gap between them to have a proper rest. - To make your professional development more efficient, our trainers will support you not only through the onboarding but also after, with additional support to set you up for success. - No calls—only written communication via chats, emails, and social. - We have a really dynamic environment and fast working pace with reasonable goals and clear KPIs for you to be confident in what the team expects from you. WHAT YOU'LL BE DOING - Answer customers’ questions and resolving any issues that they may be facing; - Identify problem areas and flagging them to the concerned team; - Ensure customer satisfaction, and work on collecting and tracking user's feedback; - Work closely with the product teams to resolve issues and share customer feedback; WHAT YOU NEED TO SUCCEED - 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 - Candidates must be based in Ukraine Location eligibility: This role is open to candidates located in Ukraine in locations where we can legally hire/contract and where our hiring provider supports onboarding. Unfortunately, we’re unable to proceed with candidates based in restricted territories. Our recruitment process at Preply: We want your recruitment experience with us to be as smooth and enjoyable as possible! Here’s what to expect: - Introductory Video Call: This is a quick, friendly video interview step for us to get to know you a bit better. You will have to record you answering some questions and a short writing assessment that will allow us to know more about your background, experience, and your motivation. - Meet with Our Talent Acquisition Team: In this stage, you'll have a deeper conversation with one of our Talent Acquisition specialists. We'll share more details about the role, the company, and our culture. This is also the time to go over things like salary and other important details and to solve any questions you may have! - Technical Interview with the CS Team Lead: The final step is a technical interview with one of our CS Team Leads. Don’t worry—this is where we’ll dive into your skills and see how they align with the job, making sure you’re set up for success. Each stage is designed to help us learn more about you, while giving you insights into what it’s like to work with us. We’ll keep you updated every step of the way! 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. DIVERSITY, EQUITY, AND INCLUSION Preply.com http://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.