Customer Care Team Lead

Barcelona💼 Full-time🗓 2026-08-31 → 2026-09-25

Core

Lead a team of ~16 Customer Care Agents to deliver exceptional support experiences for Preply's global community of learners and tutors.

Role type

Senior Customer Care Team Lead

Builds

Customer support operations and agent performance for an Ed-Tech platform

Domain

Education Technology (Ed-Tech)

Deliverable

Dashboards & analysis

Required skills

Team leadership, performance management, data-driven decision making, operational troubleshooting, project management, change management, networking, influence

Preferred skills

Excel proficiency

Technologies

Excel

Responsibilities

Set clear goals and monitor agent quality/efficiency, analyze and plan work activities, ensure continuous reporting of performance/adherence/attendance, improve key support metrics (AHT, FRT, CH, FCR), manage projects within the team, foster a safe and diverse working environment

Seniority

Senior, hands-on IC

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About Preply

Technology, Information and Internet18057Brookline, Massachusetts, USFounded 2012

We power people’s progress. At Preply, we’re creating life-changing learning experiences by pairing the magic of human tutors with the power of AI. We help learners discover the perfect tutor, craft a personalized learning journey, and stay motivated to keep growing – wherever they are in the world. With a global network of 100,000+ tutors teaching 90+ languages across 180 countries, Preply is shaping the future of learning. Backed by $150M in Series D funding, we’ve reached unicorn status and are scaling fast – all while staying grounded in our mission to make learning more personal, powerful