Senior CX Specialist - Expansion
Core
Own customer experience metrics, policies, and processes for Preply's expansion into new geographies and subject areas.
Role type
Senior IC customer experience strategy & operations lead
Builds
CX foundations, user journeys, and operational playbooks for new market launches
Domain
EdTech / Global Market Expansion
Deliverable
product features
Required skills
cross-functional program management, data analysis, policy definition, process design, stakeholder alignment, go-to-market execution
Preferred skills
marketplace platform experience, CX KPI influence, support workflow optimization, SQL/BI fluency
Responsibilities
Own CSAT and contact rate metrics for learners and tutors; define CX policies and end-to-end user journeys for new expansions; lead cross-functional launch readiness and post-launch reviews; drive structural fixes based on data insights; coordinate with Product, Growth, and Localization teams.
Seniority
Senior, hands-on IC
