Preply
Customer Success & Operations Specialist
Edtech.com's Summary
- Lead onboarding for group class clients including learner registration, scheduling, and teacher assignment.
- Manage group class setup and allocation in internal systems, track lessons, attendance, and handle communication with tutors.
- Serve as the primary contact for operational client queries and provide performance reports and engagement follow-ups.
- Identify and implement process improvements, standardize documentation, and support scalability via playbooks and templates.
- Administer FUNDAE processes, ensuring accurate client account setup and group registrations.
- Experience required in B2B operations, customer onboarding, or customer success, preferably in SaaS or EdTech.
- Proficient with internal tools such as Salesforce, spreadsheets, and task trackers.
- Fluency in English and Spanish is mandatory.
- Strong organizational, communication, and problem-solving skills necessary.
- Based in or willing to relocate to Barcelona.
Customer Success & Operations Specialist Full Description
We power peopleâs progress.
At Preply, weâre 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 itâs creating real impact. So far, 90,000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change, fuels ambition, and drives progress that matters.
This hybrid role combines operational ownership with direct client interaction. Youâll serve as a key player supporting the full customer journeyâfrom onboarding to ongoing managementâfor our Group Class clients. You will collaborate with Sales, Key Account Managers, and Product teams to ensure seamless setup, efficient delivery, and high-quality learner experiences.
What you'll be doing:
1. Customer Onboarding & Implementation
Lead onboarding for group class clients, including learner registration, class scheduling, and teacher assignment.
Provide clear program structure documentation, timelines, and point-of-contact overviews to clients.
Coordinate kickoff calls with clients and internal teams, aligning on expectations and processes.
2. Operational & Program Management
Set up group classes in the internal system and manage class allocations according to client preferences.
Support lesson tracking, teacher reporting, attendance data collection, and survey distribution.
Coordinate class replacements, cancellations, and communication with tutors as needed.
3. Stakeholder Communication & Support
Act as a day-to-day contact for operational client queries, ensuring timely and accurate responses.
Support Clients with performance reports, engagement follow-ups, and end-of-course summaries.
Provide structured feedback to internal teams for continuous improvement of the group class experience.
4. Process & Efficiency Optimization
Identify and implement improvements in class setup, communication templates, and reporting workflows.
Contribute to standardizing internal documentation and client-facing materials.
Support the development of playbooks and templates to scale group class delivery.
5. Fundae Administration
Collect all required client information to ensure accurate account setup and smooth FUNDAE process management.
Act as the clientâs point of support for FUNDAE-related administration, including group registrations and deregistrations.
What you need to succeed:
Experience in B2B operations, customer onboarding, or customer successâideally in SaaS or EdTech.
Excellent organizational skills and ability to manage multiple parallel projects and stakeholders.
Strong attention to detail, communication skills, and problem-solving mindset.
Comfortable working with internal tools (Salesforce, spreadsheets, task trackers, etc.)
Fluency in English & Spanish
Based in or willing to relocate to Barcelona.
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 donât 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 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.
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