Customer Success Operations Representative

London, England

About Us

Joining Busuu means being part of one of the top EdTech companies in the world, a multiple award-winner recognised for its innovation and impact in language learning.

Busuu’s vision is to empower people through languages. We are the world’s largest online community for language learning, with 120+ million registered users. We make learning a language easy by combining AI-powered courses with feedback from our global community of native speakers and lesson content designed for real life.

Busuu is part of the global Chegg family. Chegg is the leading student-first connected learning platform and a NYSE-listed company.

We are looking for a proactive and detail-oriented Customer Success Operations Representative to support our growing B2B Customer Success team and help deliver operational excellence to our clients worldwide.

What Does a Customer Success Operations Representative Do at Busuu?

As a Customer Success Operations Representative, you play a key role in ensuring that our B2B customers receive smooth, reliable and high-quality operational support. You work closely with our Customer Success Managers so they can focus on strategic activities such as value delivery, retention and account growth. Your work ensures that customers have a seamless experience from onboarding through ongoing usage.

You will manage the operational processes that power our B2B customer experience, support key client-facing activities, and collaborate across departments to improve internal workflows.

This is an ideal role for someone who enjoys structure, problem-solving and delivering exceptional support at scale.

Responsibilities:

• Oversee the daily operation of Customer Success platforms and internal tools used to manage B2B accounts.
• Provide operational support to Customer Success Managers, including ticket creation, follow-up actions and handling daily client queries.
• Serve as the first escalation point for administrative and operational client requests, ensuring accurate and timely resolutions.
• Collaborate with the Customer Satisfaction team to manage and resolve support tickets submitted by B2B users.
• Identify opportunities to streamline workflows, introduce scalable solutions and contribute to continuous improvements that enhance the customer experience.
• Download, prepare and distribute customer reports on behalf of the Customer Success team.

FUNDAE Process Ownership

FUNDAE is a Spanish government subsidy program that allows companies to obtain financial credits for employee training. Many of Busuu’s Spanish B2B clients rely on FUNDAE to fund or subsidise their language learning programmes. Because of this, the FUNDAE process is a key operational component of our service delivery in Spain.

• Take full ownership of the FUNDAE process for eligible clients, managing every step from start to finish.
• Act as Busuu’s internal expert on FUNDAE requirements, providing guidance, updates and best practices to the Customer Success and Sales teams.
• Coordinate with internal stakeholders to ensure all documentation and processes comply with regulatory requirements.

Cross-Functional Collaboration

• Work closely with the B2B Marketing team to ensure Customer Success assets including onboarding materials and learner handbooks remain accurate and up to date.
• Share insights, recurring issues and process gaps with internal teams to support operational improvements, product enhancements and customer engagement activities.

Qualifications/Requirements:

• At least 1 year of experience in client support, account coordination or a similar role in a SaaS environment, preferably in e-learning.
• Fluency in both English and Spanish. Additional European languages are a plus.
• Strong communication skills with a proactive and positive approach to customer and internal interactions.
• Ability to multitask effectively, prioritise well and remain organised in a fast-paced environment.
• Comfortable working with Microsoft Office and B2B CRM tools.
• Strong attention to detail and a solutions-oriented mindset.

Nice to have:

• Experience working with operational or Customer Success tooling such as CS platforms or ticketing systems is a plus.
• Familiarity with the corporate learning or HR and L&D space.
• Previous hands-on experience managing FUNDAE processes is a strong advantage.

Benefits:

• Our centrally located offices are well-equipped with free breakfast, plenty of snacks and fresh fruit
• You get 2 free lunches per week at our office that you can choose out of a wide selection of restaurants in the area
• Busuu offers a great Private Health Insurance scheme
• There is a dedicated training budget to ensure our employees can continuously grow and progress in their careers
• We like to support our teams with their work-life balance so we offer flexible working hours and a hybrid model of working
• We offer enhanced maternity and paternity leave (depending on location)
• Staying connected as a team is very important to us, so we have lots of social activities for you to join such as team lunches, Thursday socials, quarterly team, and company events

Method Of Application

Qualified and interested applicant should click the APPLY HERE LINK below to start filling out the application form and submit it before the deadline.

APPLY HERE

Deadline: Not Disclosed

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