Italki is seeking a motivated and experienced Customer Success Specialist with a proven track record of performance, customer empathy, and results-oriented thinking to join our customer success team. Candidates will be responsible for a wide range of duties related to students and teacher support. Ideal candidates will be analytical and capable of succeeding in a fast-paced team environment.The Customer Success Specialist acts as the primary interface between italki users and business. He/She will be responsible for providing timely and accurate operational support to students and teachers in italki. The successful candidate has an immediate, distinct effect on the experience of italki users, making a strong record of italki users focus on a high standard for the role. The Customer Success Specialist is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service-level agreements for email cases.ResponsibilitiesHandle customer inquiries in assigned channels such as email, WeChat, chat, or social media.Provide appropriate solutions and alternatives within the agreed service level and follow up to ensure resolution.Review and assess customer service interactions to ensure adherence to quality standards.Provide constructive feedback and coaching/training to customer service representatives.Identify trends and areas for improvement in service delivery and collaborate with management to develop quality improvement plans.Participant or lead the department's project to reach the department's goal.RequirementsBachelor’s degree2+ years online and offline customer-facing experiences, preferably with a quality control or assurance focus .Strong interpersonal skills and multicultural awarenessResults-oriented, inspires dedication, and strong ownershipGood communication skills with the ability to provide constructive feedback with a positive approach.Excellent written and verbal EnglishPlusProficiency in an extra foreign language out of EnglishExperience in high tech, software development, and education technology industriesExperience in growing and scaling a company growth or start-up team experienceExperience in companies with global/regional presence with multiple offices across different