Customer Care Specialist Remote

About the role

You own the end-to-end resolution of customer inquiries through written communication on the Preply platform. You are the voice of the customer, translating their needs into actionable insights for product and operations teams. Every interaction you handle contributes directly to maintaining the high standards of the Preply community. You take ownership of complex issues, driving them to closure with empathy and precision. Your work ensures that each learner and tutor can navigate the service without friction. You are accountable for documenting patterns in issues to prevent future escalations. You act as a bridge between users and the product, ensuring feedback loops are actionable. You champion the mission of making learning accessible, reliable, and motivating for millions.

Key facts

What you'll do

• Investigate and resolve diverse customer issues using analytical thinking and structured problem-solving.
• Utilize live chat tools and internal systems to track case status and update user records with precision.
• Interpret complex platform features and policies to explain them clearly to customers in written form.
• Monitor conversation quality metrics and adhere to strict response time standards without compromising accuracy.
• Escalate critical technical or account-related problems to specialized teams while maintaining follow-up ownership.
• Collect qualitative feedback from users to identify recurring pain points and emerging needs.
• Collaborate with product managers to translate user insights into prioritized requirements and feature improvements.
• Verify resolution effectiveness by following up with customers and confirming satisfaction after ticket closure.
• Maintain deep knowledge of Preply policies, tools, and processes to deliver consistent and accurate information.
• Identify opportunities to streamline support workflows and improve documentation for internal and external use.

Requirements

• Bring at least one year of professional experience providing support through live chat or similar channels.
• Demonstrate fluency in English with strong written comprehension and expression across all communication formats.
• Apply strong technical and analytical skills to diagnose issues and evaluate system behavior.
• Exhibit the ability to develop proactive and innovative solutions that address both immediate and root causes.
• Show outstanding written and verbal skills, adapting tone and structure to different audiences and contexts.
• Prove the ability to deeply understand customer needs by asking clarifying questions and confirming understanding.
• Highlight experience working effectively in team environments, coordinating with peers and stakeholders.
• Maintain a customer-centric, empathetic mindset paired with excellent listening skills through written dialogue.
• Focus on what matters most by creating simple, clear solutions that deliver fast, measurable results.
• Show a passion for continuous learning and self-improvement in a fast-paced, evolving environment.
• Use a computer with an i5 or i7 processor, 16GB RAM, and a 256 GB SSD to run required applications smoothly.
• Sustain internet connectivity of at least 30 Mbps to support high-quality real-time interactions and data uploads.
• Hold eligibility to work legally in Ukraine and be based in a location where onboarding support is available.
• Commit to working scheduled shifts that include at least 9-hour blocks with a minimum 11-hour gap between shifts for adequate rest.

Nice to have

• Experience supporting customers in dynamic, high-volume environments with tight response expectations.
• Familiarity with customer relationship management tools and ticket management systems.
• Comfort working exclusively through written communication channels such as chat and email.
• Exposure to educational platforms, tutoring ecosystems, or language learning services.
• Basic understanding of data tracking concepts and key performance indicators.

Practical notes

This role operates on a monthly rotating schedule with 9-hour shifts and requires availability for at least 11 hours between shifts. The position is fully remote but restricted to candidates based in Ukraine due to legal and logistical requirements. The recruitment process includes an introductory video call, a meeting with the talent acquisition team, and a technical interview with the customer support team lead.