Graduate 2:1 - Brighton, East Sussex, United Kingdom - Pupil Progress

Description

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 TasksReports to Customer Experience ManagerProvide 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 requestsDeliver training calls, webinars to new and existing customers, create training videos and systems to ensure engagement with all features of the platformAnalyse customer engagement & take actions to maintain high resubscription ratesDevelop additional material and communications that improve the user engagementLiaise with tech team on required developments and updatesUse interlinked software such as Hubspot, Intercom (training will be given) to manage customer database and interactionsExceed all performance targets, including maintaining high unit renewal ratesRequirementsExperience in high volume customer supportConfident IT skills, with the ability and desire to learn new technological systemsExperience in Intercom (Preferred not essential)BenefitsMentoring from a leader with education and business experienceDirect access to the companies foundersFantastic opportunity to experience a range of roles and build your skills and interestCareer progressionA role with real responsibility from the startAfter induction period, possibility to work from home for part of the week1 Additional holiday added for every year served up to five yearsWorking with a supportive, experienced team.