Thriving Through Teamwork: Inside Preply’s Customer Onboarding Team
At Preply, we believe the only way we can achieve true greatness is by working together. In this piece, we explore how the Customer Onboarding and Operations team has developed itself into a high-performing team within our B2B chapter. We caught up with Jowita, the manager of this team, to chat about how empowering the team through transparent communication, shared goals, and giving them freedom and autonomy has translated into them driving success 🚀
Can you share a bit about your journey at Preply and what initially brought you to the customer onboarding and operations role?
In 2018, I joined GetResponse, an email marketing company, where I first began working with Onboarding as an Account Manager. Over time, my role transformed alongside various titles, but the core always revolved around customer success and experience. I eventually got promoted to team lead, managing a team of Account Managers and Senior Account Managers working with APAC, EMEA, and AMER business accounts.
After a while, I realized it was time for a change. I was keen to tackle a new challenge that would not only push my career forward but also give me a chance to explore a different area of business and possibly a new living environment.
I came across a job posting for Preply on LinkedIn and immediately felt it was the perfect opportunity at the right time. The role aligned perfectly with my experience and passion for languages. Within two months, I had not only secured a position with Preply but also moved to Spain, excited to begin this new chapter.
How do your work and the team’s work contribute to the overall success of Preply’s B2B efforts?
Our team was created after we had analyzed customer data and discovered that early activation and utilization are key to long-term customer success. In simpler terms, when customers start taking classes early in their journey with Preply, they are much more likely to be satisfied with the platform and achieve long-term success.
If, for example, you have learners who never start using the program or don’t fully understand how to use Preply, they might view it as just another piece of software their company purchased. To avoid that, our onboarding team plays a crucial role. We guide new users through the platform, help them find tutors, and encourage them to schedule their first lesson as soon as possible. By driving this early engagement, we aim to ensure they have a better overall experience and make the most of the platform in the long run.
What are the most rewarding aspects of your role as a Manager of Customer Onboarding and Operations?
One of the most rewarding aspects of my role at Preply has been managing a team of bright, motivated professionals. Working with such a supportive and talented team every day is incredibly rewarding. We’ve built a team culture where mutual respect, knowledge sharing, and having each other’s backs are paramount. It’s a joy to see how our collaborative environment translates into success, both in business results and team spirit.
Since officially starting in October 2023 (when the Onboarding team was launched), our team has consistently gone above and beyond, onboarding 540 accounts and 6,500 learners while crushing targets quarter after quarter 🔥.
What defines a “high-performing” team, and how do you foster this within your team?
It all starts with recruiting the right people — those who are skilled, have a cultural fit and are motivated. Accountability, open communication, and fostering an environment of mutual support are crucial. Encouraging creativity and giving team members the freedom to spearhead projects while providing the necessary support and removing roadblocks is my management approach.
At the end of the day, my goal is to keep the team motivated by giving them autonomy, communicating regularly and directly, and ensuring they have a say in how we work.
Let’s dive deeper into the topics of transparency and open communication. How do you apply this at work?
Transparency is key — I ensure the team understands where the company is headed, how changes affect our work, and why certain decisions are made, especially when they may be difficult to accept. I always take time to explain the reasons behind changes, how they benefit the business, and ultimately, how they are good for the team.
I also involve the team in the process as much as possible. When assigning projects, I don’t just hand tasks to whoever is free. Instead, I consider who is genuinely interested or has shown initiative in a specific area. Motivation comes from being engaged, having the freedom to try new things, and not being judged for minor mistakes.
I apply the principles of radical candor in my day-to-day work with the team. I want them to feel comfortable with caring personally while challenging directly, not only to one another but also to me. Giving and receiving regular feedback on what we excel at and what we can improve is vital to our team’s overall success.
Can you describe one case/project that you worked out and you’re proud of?
Creating a new onboarding team from scratch was a significant challenge but also incredibly rewarding. We had to build processes, structure the team, and invent our ways of working. Watching everything come together and work well shows how much effort and dedication we’ve put in. We’ve collaborated with other teams to improve performance, introduced tools like Mixmax to enhance client service, and are even working on new initiatives like onboarding webinars. Every project feels like a new milestone achieved.
What do you think makes Preply an attractive workplace, especially for those considering B2B roles?
What really makes Preply special is the culture and the people. The team is supportive and close-knit, and many who leave often feel sad to say goodbye because of the strong friendships they’ve made here.
How I usually describe our B2B chapter is like an ambitious startup within a scale-up. We have an awesome product and killer support from our B2C team, which gives us a solid foundation to stand on and continuously build an equally amazing product for our B2B customers. This setup lets us move at lightning speed, constantly learn, and tweak things on the fly. We move fast, and we love it.
Do you also want to work in an environment where you are encouraged to dive deep, have the freedom to innovate within your field, and collaborate with a diverse team to achieve our shared mission? Then we might be looking for you! Check out our open vacancies and apply now.
