Customer Support Specialist

Location

Brighton, East Sussex | United Kingdom

Job description

This is a fantastic opportunity to play a major role in a rapidly growing EdTech company. Working closely with one of the co-founders, you will be encouraged to enhance and grow your skills in a customer support role. 

You will be responsible for all aspects of customer support, including producing support material, developing systems, and leading training sessions for using our platform. By advising on new developments, improvements and reporting back on user experience you will be instrumental in the ongoing development of our platform. 

Using our bespoke platform, you will be working alongside our Customer Success Manager to support our customers to get all the benefits our software brings. You will be supporting teachers and school leaders to set up their bespoke trackers and provide training on how to use the platform to have the biggest impact. You will build relationships with schools and provide ongoing support to assist teachers in navigating our platform and providing advice on how to use our trackers to identify ways of raising student achievement. As well as analysing teachers engagement in the platform, ensuring your targeted schools continue to resubscribe and ensuring new customers have a smooth onboarding experience.

Responsibilities and tasks

• Reports to Customer Experience Manager
• Provide teachers with training that will support them with all aspects of tracking, reporting, and analysis. 
• Supporting customers to set up their account, and first point of contact for customer support requests
• Deliver training calls, webinars to new and existing customers, create training videos and systems to ensure engagement with all features of the platform
• Analyse customer engagement & take actions to maintain high resubscription rates
• Develop additional material and communications that improve the user engagement
• Liaise with tech team on required developments and updates
• Use interlinked software such as Hubspot, Intercom (training will be given) to manage customer database and interactions
• Exceed all performance targets, including maintaining high unit renewal rates

Requirements

• Experience in high volume customer support
• Confident IT skills, with the ability and desire to learn new technological systems
• Experience in Intercom (Preferred not essential)

Benefits

• Mentoring from a leader with education and business experience
• Direct access to the companies founders
• Fantastic opportunity to experience a range of roles and build your skills and interest
• Career progression
• A role with real responsibility from the start
• After induction period, possibility to work from home for part of the week
• 1 Additional holiday added for every year served up to five years
• Working with a supportive, experienced team. We believe in execution here at Pupil Progress, working together to problem solve and achieve results.

Job tags

Salary