About the role
The Customer Experience team plays an irreplaceable role in our success as a company, representing our customer internally to ensure that we deliver a world-class level of service at scale. As a small team that will be growing at a very fast pace in the next couple of years, we’re at a very exciting stage of this journey and are looking for freelance/part-time Customer Support Executives.
You’ll be working with our core team of four on all customer service tasks within the department as well as supporting our wider team of 40 tutors to deliver the best possible learning experience. The goal is to provide a life-changing impact on the educational achievements of all our students, as well as their lives.
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This role offers the rare opportunity to learn about every single part of the department, providing a solid stepping stone to progress into a customer-facing, operations, content, sales or Marketing career very quickly.
If you’re up for the challenge, come and join us on this adventure!
About you
You are an exceptionally capable, highly driven and naturally empathetic individual who cares about our mission of pushing the frontiers of effective education, and having a tangible impact on thousands of young people. You have a passion for education and a hunger to learn about how you can deliver the best possible customer experience supporting our students, parents and teachers as they navigate through our platform.
This fully remote, freelance role allows you to manage how many hours you do and when you do them, enabling you to easily fit in your other commitments e.g. travelling, university, new parents looking for flexibility, a second job to top up your income. You would be joining a diverse team of other freelancers with a wide range of backgrounds and interests. We put a lot of effort into building a great working environment and are looking for individuals to add value to our super smart, fiercely passionate and incredibly friendly customer experience team.
Responsibilities
- Confidently interact with students, parents and teachers via email, live chat and on occasions over the phone
- Help customers receive value from Up Learn as quickly as possible by improving their initial experience
- Effectively get to the root of a customer’s problem by asking the right questions, listening and engaging with them
- Consistently demonstrate deep empathy and understanding whilst providing patient and concise guidance and resolution
- Deliver an exceptional customer experience, ensuring that every individual who has a conversation with us leaves with a ‘wow’ feeling
- Support our core team to manage escalations, reviews, customer feedback, process improvements and other key customer support tasks
- Ensure all operational tasks are completed promptly and to a high standard, supporting our tutors to do their best work
- Work alongside the management team to implement projects preparing Up Learn to scale in our next stage of growth
Requirements
If you don’t meet every requirement below but you still believe you’re the right person for the role and are willing to learn, we strongly encourage you to apply
- Outstanding communication skills, written and spoken, with a consistently clear, positive and friendly tone
- Ability to successfully interact with our wide range of customers: students, parents and teachers
- Strong empathy in any situation for customers and colleagues alike
- Thrive in a culture of feedback, always looking to grow and improve
- Ambitious with ideas and able to apply initiative to problem solve in a team environment
- Excellent organisational, planning and time management skills; ability to manage workload and extremely high standards for attention to detail
- Preferred but not essential: experience in customer-facing, Marketing, data or operations roles
- Preferred but not essential: a strong academic background in one or more of our subjects (Biology, Chemistry, Economics, Maths, Physics, Psychology)
