Senior Product Manager - Customer Support Automation

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 personalized learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact. So far, 90,000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change, fuels ambition, and drives progress that matters.

Meet the team!

As a product team, our goal is to improve the lives of our students and tutors, drive amazing learning outcomes for our learners, and enable our tutors to financially thrive through the platform. And we want to do all of this while generating business value for Preply so we can help even more people! We strongly believe that we can’t achieve business success without ensuring the success of our students and tutors.

You will be joining the Monetization tribe, where we focus on shaping the core experience for our subscribers end to end. Our mission is to create a seamless and valuable learning journey that keeps learners engaged and tutors empowered.

What you’ll be doing:

As a Senior Product Manager for Customer Support Automation and Internal Tools, you will focus on driving efficiency and effectiveness in how Preply’s teams operate. This role will have a direct impact on improving the customer experience through automation and ensuring our internal tools empower teams to perform at their best, all while prioritizing safety and mitigating risks. Your responsibilities will include:

• Owning the product roadmap for Customer Support automation and internal admin tools, aligning with the company’s overall goals.
• Collaborating with stakeholders from the Customer Support and Operations teams to identify pain points and areas for improvement.
• Collaborating and ownership of our 3rd party tech stack.
• Designing and delivering automation solutions to optimize repetitive tasks and streamline processes.
• Developing and enhancing internal tools that support various departments, ensuring scalability and ease of use.
• Partnering with engineering, design, and data teams to deliver impactful solutions, from ideation to implementation.
• Continuously monitoring and improving the performance of automation tools and internal systems through user feedback and data analysis.
• Staying up to date with trends in automation, customer service platforms, and internal tool best practices to bring innovative solutions to Preply.

What you need to succeed:

• At least 5+ years of Product Management experience, ideally in areas related to operations, internal tools, or customer service technology.
• Familiarity with automation tools, CRM platforms (e.g., Intercom, Zendesk, Salesforce), workflow optimization, and APIs.
• Ability to break down complex operational challenges into clear, actionable solutions.
• Strong analytical mindset to evaluate the effectiveness of tools and processes, and use insights to drive decisions.
• Proven ability to work with diverse teams and translate their needs into impactful product solutions.
• Deep understanding of end-users’ needs, whether they are customers or internal team members.
• Comfortable managing multiple priorities in a fast-paced, evolving environment.
• Excellent written and verbal communication skills to align and engage stakeholders.

Nice to have:

• Experience using AI for CS functions is not mandatory but will be much appreciated. 

Why you’ll love it at Preply:

• An open, collaborative, dynamic and diverse culture;
• A generous monthly allowance for lessons on 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 is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed-Tech company. 

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. Together, we are The World Class.

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