Customer Care Specialist (Egypt

About the role

You will own the end-to-end resolution of customer issues on Preply, acting as the primary human touchpoint for learners and tutors who need support. Every interaction you handle will reinforce trust in the Preply brand and directly shape the perceived quality of our global marketplace. You will apply empathy, technical judgment, and analytical thinking to diagnose problems and guide users through complex situations in a written format. This role is critical for closing the loop between user experience and product improvement, ensuring feedback is transformed into actionable insights. You will contribute to building a scalable, human-led support system that aligns with our vision of transforming education through technology and human connection. Each case you resolve represents a step toward making learning journeys smoother for millions of people around the world.

Key facts

What you'll do

• Investigate and resolve customer inquiries across live chat, email, and social channels with precision and care.
• Diagnose technical issues by gathering data, identifying patterns, and applying logical reasoning to reach accurate conclusions.
• Escalate complex cases to specialized teams while maintaining context and continuity to avoid redundant interactions.
• Monitor recurring issues and document detailed reports that highlight systemic problems and improvement opportunities.
• Collaborate with product and engineering teams to translate user feedback into clear requirements and actionable bug reports.
• Track customer satisfaction metrics and use insights to refine responses, reduce friction, and improve resolution quality.
• Verify account details, transaction histories, and policy adherence to ensure solutions are accurate and compliant.
• Balance speed and quality by managing multiple written conversations while maintaining a high standard of professionalism.
• Proactively follow up on open cases to confirm resolution and demonstrate ownership beyond the initial interaction.
• Maintain up-to-date knowledge of platform features, policies, and procedures to provide consistent and correct guidance.
• Support learners and tutors by clarifying steps, answering questions, and reducing anxiety through clear, structured explanations.
• Contribute to building a knowledge base of common issues and solutions that can be leveraged by teammates over time.

Requirements

• You have previous experience providing support through live chats and written communication channels.
• You are fluent in English, both written and verbal, enabling clear and accurate communication with international users.
• You possess strong technical and analytical skills that allow you to interpret data, troubleshoot issues, and apply logical solutions.
• You have the ability to provide proactive and innovative solutions that anticipate user needs and prevent future problems.
• You demonstrate outstanding written and verbal skills, ensuring that every message is clear, professional, and easy to understand.
• You can understand customer needs by reading between the lines and asking insightful questions through text-based channels.
• You work effectively in teams, sharing knowledge, supporting colleagues, and contributing to a positive group dynamic.
• You have a customer-centric, empathetic mindset with excellent listening skills, even when interactions are entirely written.
• You can focus on what counts, creating simple solutions that deliver fast results without unnecessary complexity.
• You have a passion for learning and a desire for self-improvement, actively seeking feedback and applying it to grow.
• You use a computer with an i5 or i7 processor, 16GB RAM, and at least a 256 GB SSD to handle multitasking demands.
• You maintain an internet connection of at least 30 Mbps to ensure smooth communication and access to tools.

Nice to have

There are no preferred items specified beyond the core requirements and technical setup.

Practical notes

• Shifts are 9 hours long and follow a monthly rotating schedule that includes morning, afternoon, and night shifts.
• You will work as part of a team that operates with at least an 11-hour gap between shifts to ensure proper rest and work-life balance.
• No phone calls are required for this role; all communication is conducted through written channels such as chats, emails, and social platforms.
• The recruitment process includes an introductory video call with a written assessment, a meeting with the Talent Acquisition team, and a technical interview with the CS Team Lead.
• Preply is a fast-paced, dynamic environment with clear KPIs and reasonable goals designed to support confidence and performance.

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 transparency, and take ownership for the results we achieve.