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Customer Success

2 weeks ago

Istanbul, Istanbul, Turkey Kopilot Tech Full time

About the Role

At Kopilot, one of the fastest-growing EdTech startups in Turkey, we are building a global education super app that helps millions of students prepare for the most important exams of their lives. With our strong social-first growth engine and ambitious international vision, we aim to become the Duolingo of exam preparation.

We're looking for a Customer Success & Operations Coordinator to help run and continuously improve the operational backbone of Kopilot's ecosystem — covering both student success and coach operations. This is a hands-on, tactically strong role, and you will be responsible for ensuring our partner and student programs, standards, and day-to-day operations work smoothly at scale.

This position operates at the intersection of
Customer Success, Partner Operations, and CX

, and is essential for delivering a consistent, high-quality platform experience.

What You'll Do

Student Success & CX Operations

  • Coordinate customer success operations across the full student lifecycle.
  • Manage support and ticketing processes end-to-end to ensure timely, high-quality resolution.
  • Monitor and enhance key metrics, including student engagement, retention, satisfaction, and time-to-value.
  • Identify challenges in the student journey and implement practical improvements.

Coach Program & Operations

  • Support the day-to-day operations of Kopilot's partner coach network.
  • Maintain and improve partner-facing resources, guidelines, and self-service materials.
  • Serve as the operational point of contact for partner questions, issues, and escalations.
  • Gather partner feedback and provide insights to improve processes, experience, and platform readiness.
  • Support the development and ongoing improvement of partner performance and quality tracking, including indicators such as NPS, satisfaction, responsiveness, engagement, contribution to student success, and readiness for new initiatives.
  • Help build a partner ecosystem that fosters community, trust, and clear performance expectations.

Cross-Functional Operations

  • Serve as a liaison between students, partners, and internal teams, including product, marketing, sales, and support.
  • Improve handoffs and communication across key touchpoints in the journey.
  • Prepare regular operational reports and insights to support decision-making.

What We're Looking For

  • 3–6 years of experience in customer success, operations, CX, partner support, or similar roles
  • Comfortable working with both end users and external partners
  • Strong execution mindset with attention to detail and follow-through
  • Analytical enough to track performance and spot patterns, pragmatic enough to act fast
  • Clear communicator who can coordinate across multiple stakeholders
  • Hands-on, adaptable, and comfortable in a fast-paced startup environment

Nice to Have

  • Experience in EdTech, B2C platforms, SaaS, or marketplace-style products
  • Exposure to partner, vendor, or contributor management
  • Familiarity with CRM, CS tools, ticketing systems, or basic enablement workflows