Senior CX Specialist - Expansion

WE POWER PEOPLE’S PROGRESS. At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalised learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact. We’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started. As a category-defining company, we’re shaping what the future of learning looks like at global scale. Every Preply lesson sparks change, fuels ambition, and drives progress that matters. Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day. MEET THE TEAM! Welcome to Preply’s Customer Experience squad — the team responsible for frictionless journeys and exceptional support for our global community of learners and tutors. We don’t just respond to issues; we are the guardians of the user experience. This means monitoring performance, diagnosing problems, and driving continuous improvements cross-functionally. We also define the policies and processes that govern how learners and tutors interact with Preply. As Preply grows into new markets and subject areas, the work gets more complex — and the impact gets bigger. If you’re energized by data, problem solving, and leading cross-functional improvements, this role is for you. WHAT YOU’LL BE DOING We’re looking for a Senior Expansion Experience Specialist to own the customer experience across Preply’s expansion — new geographies and subject areas. You’ll track and own key metrics for both learners and tutors and lead the cross-functional programs that move them. You’ll also define the CX foundation for every expansion: the policies that govern learner and tutor interactions, the end-to-end user journeys, and the processes that make each launch work. Think of it as building the rulebook and the playbook — then using data to keep improving both. You’ll work closely with Product, Growth, Customer Care, Supply Operations, and Localization, acting as the CX voice in decisions that affect learners and tutors at scale. Key responsibilities: 1. Own Experience Metrics & Drive Improvement - Own CSAT, contact rate, and other leading experience indicators for learners and tutors. - Monitor performance, spot trends, and diagnose root causes. - Turn data and customer insights into clear recommendations for Product, Growth, Customer Care, Supply Operations, and Localization. - Lead cross-functional programs end-to-end — scoping, alignment, execution, and impact tracking. - Build a feedback loop between expansion markets and global teams — turning local learnings into company-wide improvements. 2. Own Policy and Processes for New Markets & Subjects - Create, modify, and maintain policies that govern the learner and tutor experience across new geographies and subject areas. - Map end-to-end user journeys for learners and tutors; identify friction points and drive structural fixes. - Define and document the CX processes each new expansion requires, ensuring they’re scalable and built right from day one. - Drive alignment on policies and processes across Product, Growth, Customer Care, Supply Operations, and Localization. 3. Execute Expansions & Raise the Bar with Every Launch - Drive go-to-market readiness, in partnership with the Supply Operations and Customer Care Change Management teams — ensuring the right tools, workflows, and team knowledge are in place before go-live. - Coordinate across Product, Growth, Customer Care, Supply Operations, and Localization to land smooth, well-timed launches. - Flag risks early; own resolution and drive fast decisions. - Run post-launch reviews; feed findings back into policies, processes, and the next expansion’s playbook. WHAT YOU NEED TO SUCCEED - 4+ years in strategy & operations, consulting, marketplaces, or high-growth tech roles. - Proven track record leading cross-functional initiatives, geographic expansion, or new vertical launches end-to-end, with clear outcomes. - Analytical and data-savvy: root-cause analysis, translating insights into business and product recommendations. - Excellent program and project management skills. - Experience writing or owning customer-facing policies or operational processes. - Strong communication, stakeholder management, and influencing skills. NICE TO HAVE - Experience in influencing CX KPIs (CSAT, NPS, contact rate) and how to move them. - Marketplace or platform experience supporting a large base of customer and supply partners. - Experience creating and improving customer support agent workflows. - SQL and BI fluency (e.g. Looker). WHY YOU’LL LOVE IT AT PREPLY: - An open, collaborative, dynamic and diverse culture; - A generous monthly allowance for lessons on Preply.com http://preply.com, Learning & Development budget and time off for your self-development; - A competitive financial package with equity, leave allowance and health insurance; - Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub - Access to free mental health support platforms; - Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health;  - The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!). 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 don’t 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 http://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.