Customer Success Agent (German Speaker)

Job Description

As a Customer Success Agent, you will be responsible for ensuring that our customers engage and learn within our EF English Live platform, a platform where they learn English online.

The Customer Success Agent is responsible for welcoming and onboarding our students to EF English Live online school, getting them set up to use the platform, helping them build strong learning habits, and supporting them all throughout their lifetime with us.

The Customer Service Agent will report to the German Customer Success Manager.

The position requires working from 9 am - 19 pm, Monday to Friday including 2 days a week in our Barcelona Office.

Responsibilities:

• Organize and host engaging onboarding webinars for new EF English Live students, providing a clear introduction to the platform's features and available resources
• Ensure that the customer delivers on his payment schedule.
• Find solutions with students to proactively avoid cancelations.
• Be our students' point of contact should they require support via our omnichannel solutions (video calls, audio calls, chat, emails, etc). to ensure they have a great experience with EF English live.
• Be the customer facing embodiment of our EF EnglishLive brand promise to help students "Learn English. Finally."
• Investigate and escalate potential technical or teachers related issues to our central teams and liaise with them for resolution.
• Be our customers' best advocate.
  
  The Customer Service Agent's performance will be assessed on our students' cancellations rate, school usage, progress, and student's satisfaction.
  
  We are consistently aiming to improve and deliver an even better customer experience. This role might therefore continuously evolve.

Skills/Personality:

• Native speaker in German (other languages are a plus)
• Advanced communication skills in English (B2).
• An obsession with providing great customer experience.
• Excellent interpersonal skills, a natural networker who loves talking to people
• A love and energy for working with others - both internally and customer-facing.
• A focus identifying issues and blockers and resolving those.
• You are comfortable owning issues, projects, and tasks from start to finish
• Above and beyond is the only way you do things

Benefits and fun stuff:

• Work in a multinational office (25 different nationalities).
• Work with passionate and enthusiastic people.
• 28-day holidays/year.
• Flexible Remuneration Plan: Private medical insurance, childcare voucher, restaurant tickets.
• Career opportunities internationally.
• Monthly happy hour in office & Summer & Christmas party

About Us

Some companies are in the business of banking. Others are in the business of shoes. Or sports. Or soft drinks. At EF, we're in a different kind of business. One that's a little less tangible, and a lot more important. Because our business, what we make, makes everything else possible. We're in the business of understanding. Between people. Between cultures.

For over half a century we've been the leader in international educational programs and experiences designed to foster such understanding. Through language, cultural exchange, academic studies, and educational travel, we create the kinds of immersive experiences that challenge biases, open minds, and pave the way for a more understanding world.

You'll find our offices and schools located in some of the world's greatest cities, and filled with smart, driven people (over 50,000 of us) who push each other to be better every day. But it's what we do together - building greater understanding, breaking down barriers, and creating a better world - that makes all the difference.

Founded in 1965 in Sweden, EF (Education First) is a global association of education companies that share a common mission of opening the world through education. EF has been recognized on Forbes 2025 and 2024 World's Best Employers and 2024 Top Companies for Women lists, Fast Company's 2025 Next Big Things In Tech, and was a 2024 App Store Award winner in Cultural Impact.

About the Team

EF English Live is powering the next generation of English language learning for millions of learners, worldwide. We're reinventing education through a combination of real EF teachers and AI language learning technology with online English courses that simulates real-life scenarios. Join classes 24/7 from anywhere and progress faster with a method that works.