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Communication with Customer Success

How and when to communicate with Customer Success, including response times and escalation rules.

 

1. Your Contact Person

Your contact at Swap Language is the Customer Success team.

They support you with:

  • New groups

  • Learner-related issues

  • Level mismatches

  • Reschedules when it is for full series (not single reschedules)

  • Escalations

Customer Success ensures operational alignment between teachers, learners, and companies.

2. The 3-Hour Response Rule (When Offered New Groups)

When you are offered a new group:

You have 3 hours to respond.

If no response is received within 3 hours:

  • The group may be offered to another teacher

  • You lose priority for that group

This ensures learners are placed quickly and professionally.

3. Where Communication Happens

All communication with Customer Success must happen via:

The Support Chat or Email

Available on the teacher pages on the Swap Language website

Do not use:

  • Private messaging

  • SMS

  • Social media

  • Personal email

All operational communication must stay inside official channels.

4. Changes to Existing Groups

If something changes in an existing group (e.g., structure, scheduling, learner situation):

You must submit the appropriate form.

Do not handle structural changes directly with learners.

This ensures:

  • Documentation

  • Transparency

  • Alignment with company agreements

5. When You Must Inform Customer Success

You must contact Customer Success if:

  • A learner informs you they want to stop the course

Do not handle exits independently.

  • A learner misses 3 lessons in a row

Attendance is monitored and reported to companies.

  • There is a clear level mismatch in the group

If the difference in language level affects lesson quality or group balance.

  • You experience recurring policy resistance

If a learner repeatedly challenges attendance rules or rescheduling policies.

6. Why Escalation Matters

Consistent escalation:

  • Protects you from uncomfortable negotiations

  • Protects fairness across groups

  • Protects company trust

  • Protects operational consistency

If you are in doubt, reach out to Customer Success.