Customer Success Manager (offline)

Codefinity was founded in 2021 and has been used by hundreds of thousands of people across the world to learn coding and software development.

Are you interested in participating in the development of a platform that will be used by millions of users around the world? Do you want to help thousands of people enter the world of programming, data analysis, machine learning? Do you want to work in a team where your opinions and ideas really matter? If your answer to all the questions is yes, it's a match!

As a Customer Success Manager, you’ll assist customers with their requests, find personalized solutions, manage the relationship over time, and drive their understanding and usage of our platform to ensure they’re getting the maximum value possible from our software. You’ll also be helping to generate new and relevant solutions that would be useful to our existing and future customers.

Responsibilities:

- Communicate with users according to questions/bugs/improvement propositions raised via email or feedback platforms;
- Resolve issues related to user’s requests like guide to the proper page of the platform, help with payment, make refunds, etc.
- Support users with the main target of decreasing refunds and subscription cancellations;
- Verify and reproduce issues users face, track the steps, find the root cause, and report to the system;
- Regular review and management of users' feedback on different platforms with the main target of increasing ratings and marks;
- Analyze the users' most frequent issues/problems and share them with the team to improve users’ satisfaction.
- Five-day working schedule - Tuesday to Saturday, with weekends on Sunday and Monday

Requirements:

- Upper-intermediate (or higher) level of English.
- Negotiation and conflict management skills..
- Understanding of software development life cycle and issue tracking systems;
- Ability to identify the needs and expectations of the clients.
- Preferable experience with Edtech platforms.
- Previous experience as a Customer Support manager or QA engineer would be a plus

Genesis is a unique place for the development and growth with:

- expertise in the development of high-loaded products in international markets;
- unique opportunities for learning including various training and seminars within the company, access to a valuable and extensive book library, English courses and participation in key IT industry events worldwide;
- perfect working conditions: an excellent office in a 5 minutes' walk from Taras Shevchenko metro station, free food and drinks in the office, medical insurance. The company has professional coaches in football, basketball and running and supports various sports initiatives (swim races, marathons, etc.).

About Codefinity

• Codefinity.com is an online platform where people learn coding and related technical skills, such as data analytics. Codefinity was founded in 2020 in Kyiv, Ukraine.

• Codefinity offers 30+ top-rated courses on Python, SQL, R, C++ and Javascript. We are planning on adding courses on Java and other technologies.

• Codefinity.com is used by students at leading universities, such as MIT, Yale, Stanford, Columbia, etc., as well as by employees at top companies, including Microsoft, Amazon, Facebook, Intel, Salesforce, Tesla, and many others.

• We are rapidly growing and seeking top talent to help us achieve leading position in online education niche.

Company website:
https://codefinity.com/

DOU company page:
https://jobs.dou.ua/companies/codefinity/