职责描述：
Operational follow-up:

• Manage users’ requests and inquiries
• Manage and monitor users’ actions and public reviews
• Ensure the transmission of policy launch-out to the concerned service

Management & Coordination :

• Day to day management and response to italki users’ emails
• Diagnosis of the existing student and teacher 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.)
Guarantee process and schedule :

• Follow-up & monitoring with each new policy
• Help to improve the request management process
• Build schedules of policy announcements and ensure their compliance
• Ensure customer success training for the stakeholders

任职要求：
Requirement

• Bachelor’s degree, English or related majors preferred
• 2-4 years online and offline customer facing experiences
• Experience in troubleshooting, identifying and resolving customer related issues
• Strong proficiency with customer service software, databases and tools such as

Zendesk, Jira, Confluence, Google Analytics.

• Consistent track record of achieving high levels of Customer satisfaction and ability to

execute against key success metrics, benchmarks, and company goals

• Strong reporting ability, and able to clearly summarize and report the operation status of

a policy announcement based

• Strong interpersonal skills, excellent communications and manner with internal and

external customers at all levels

• Results-orientation, faculty-centric, Inspire dedication, strong ownership
• Excellence in presentation, spoken and written skills in Mandarin and English

Plus

• Passion for languages with language skills in addition to required Mandarin and English
• 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