Customer Success Specialist / Manager

Service Ops
Shanghai, China

Due to the current health crisis related to COVID-19 and the escalating visa/travel restrictions in place, we're currently unable to extend offers to anyone who cannot work from China due to lockdown visa/travel restrictions, or other restrictive measures until further notice. Consequently, we will be prioritizing candidates who can start in this location by set date as expected. We‘re keeping the situation under review and would adjust our position should the restrictive measures be removed later on.


Operational follow-up:

  • Manage students' requests, including lesson/package operation, complaints, etc
  • Manage and monitor students' actions and public reviews
  • Ensure the transmission of policy launch-out to the concerned service
  • Assist with quality assurance, seeking to identify & solve bug or technical-related issues
  • Proactively problem-solve with the Product Ops, Product, Tech and Marketing teams

Community Moderation:

  • Moderate community contents, including discussions, notebook, etc
  • Deal with the user complaints reported in community
  • Nurture the italki community and support users via email, community, italki message, etc

Management & Coordination :

  • Deal with the user complaints reported in community
  • Nurture the italki community and support users via email, community, italki message, etc
  • Day to day management and response to students' emails
  • Diagnosis of the existing student support across departments
  • Identify best practices to improve procedural guides and keep them updated according to new actions (new releases, system update, new policy etc.)

Mobile Support:

  • Reply the reviews in all the app stores, including App Store, Google Play Store, Tencent, Huawei, 360 etc
  • Analyze the feedback from the reviews to help improve the iOS and Android app.


  • Bachelor Degree, English Major or equivalent practical experience 
  • 0-8 years online and offline customer-facing experiences 
  • Strong interpersonal skills and multicultural awareness
  • Strong communication and reporting ability, and able to clearly summarize and report the operation status of a policy announcement based
  • Results-orientation, faculty-centric, Inspire dedication, strong ownership
  • Highly organized with attention to details
  • Highly adaptable to the cross-functional environment
  • Excellence in presentation, spoken and written skills in Mandarin and English


  • Passion for languages with language skills in addition to required Mandarin and English
  • Experience in a customer service environment preferred
  • ​Experience in high tech, software development, education technology industries
  • ​Experience in growing and scaling company growth or start up team experience
  • ​Experience in companies with global / regional presence with multiple offices across different


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