Customer Experience Agent, LingoAce

Learning Advisor

Salary not provided

Junior and Mid level

San Francisco Bay Area

Office located in San Mateo, California

Mandarin Chinese language learning

Job no longer available

Mandarin Chinese language learning

201-500 employees

B2CEducationLanguagesLearningVideo

Job no longer available

Salary not provided

Junior and Mid level

San Francisco Bay Area

Office located in San Mateo, California

201-500 employees

B2CEducationLanguagesLearningVideo

Company mission

LingoAce's mission is to enrich every learning moment for the modern young learner through technology, greater immersion, and enjoyment in language learning.

Job

Company

Role

Who you are

Strong interpersonal skills
Professional English written and communication skills
Highly customer centric in understanding and profiling parents’ needs for the students
Good team player who can collaborate with respective stakeholders (curriculum, product, and leadership) in ensuring high level of customer experience
Native to near native level of English, fluent Mandarin is preferred

What the job involves

As a Learning Advisor, you will play a key role in providing first-hand customer feedback to our product and curriculum teams in the on-going effort of elevating our customer/user experience. You will be a local champion by providing local context and support to our learning advisor teams globally
Customer Insight Collection
Be an empathetic ear and manage up to 50 active students
Engage, listen, and consult parents to advise parents on their child’s specific academic need
Conduct day-to-day outbound calls with customers to deep dive into our service and identify areas of improvement, and align with the internal teams on both reactive customer feedback and process improvement initiatives
Lead and execute training workshops for fellow learning advisors to improve overall customer experience
Level 2 Customer Support and Community Management:
Manage complaints, refunds, low NPS cases with LA manager, legal, PR and the corresponding department to review and resolve issues with minimal impact to reputation and cost
Plan or support parent meet-ups, workshops and other community activities to build their relationship and trust with LingoAce

Our take

Chinese is the world’s second most spoken language, and increasingly vital for business and employment opportunities, so there’s been a significant uptick in efforts to get kids learning it. Mandarin language learning platform LingoAce is one of the many online tools helping learners aged 3 - 15 get there.

It’s a tough language to acquire, but LingoAce have built out a multi-channel platform that combines immersive live teaching with trackable, structured lesson plans. This developed offering puts it ahead of key competitors like Duolingo, and has seen the company profit substantially as more learners turned to digital education resources following the period of school closures.

LingoAce is playing it smart to leverage this success by expanding into other offerings, too. It’s springboarded from the rapidly-scaled Mandarin edtech offering to go after the lucrative English learning market too. Whilst LingoAce was the first brand to offer comprehensive, quality Mandarin instruction, this new foray puts it in more competitive territory - but now LingoAce has the funding and reputational heft to make a strong pass at it.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

74% employee growth in 12 months

Glassdoor (2.8)

Trustpilot (4.5)

Company

Funding (last 2 of 6 rounds)

Dec 2021

$105m

SERIES C

Aug 2021

$55m

SERIES B

Total funding: $234m

Company HQ

Orchard, Singapore

Leadership

Hugh Yao

(CEO)

Previously a senior solution sales manager at IBM, who went on to serve as a director at Oracle, and then took up another directorial role at Salesforce.

Salary benchmarks

We don't have enough data yet to provide salary benchmarks for this role.

Submit your salary to help other candidates with crowdsourced salary estimates.

Share this job