Job Summary

We're looking for a motivated and empathetic Customer Success Associate to join our growing team. In this role, you'll be the bridge between our platform and our users — ensuring tutors and students have an exceptional experience from onboarding through long-term engagement. You'll proactively reach out to users, resolve issues before they escalate, and identify opportunities to help users get the most value from our platform. If you love building relationships, solving problems, and making people's lives easier, this role is for you.

Responsibilities

• Serve as the primary point of contact for onboarding new tutors and students, guiding them through the platform
• Proactively monitor user engagement metrics and reach out to users who may need assistance or encouragement
• Respond to user inquiries via email and chat, resolving issues promptly and professionally
• Collect and relay user feedback to the product and engineering teams to improve platform features
• Develop and maintain help center articles, guides, and FAQs for common user questions
• Identify at-risk users and implement retention strategies to reduce churn
• Collaborate with the sales and marketing team to support growth initiatives and user success stories

Qualifications

• Excellent written and verbal communication skills with a warm, professional tone
• Strong problem-solving skills and a genuine desire to help people succeed
• Comfort with technology and ability to learn new tools quickly (CRM, help desk, analytics platforms)
• Previous experience in customer success, account management, or customer service is a plus but not required
• Ability to manage multiple conversations and priorities simultaneously
• Empathetic mindset with a passion for education and language learning
• Fluency in English; additional languages are a bonus

Benefits

• Competitive salary ($58,000 - $66,000/year)
• Fully remote work environment
• Flexible schedule
• On-the-job training and mentorship
• Opportunity to grow into a leadership role as the team expands
• 401(k) retirement plan
• Health insurance