Customer Success Manager

Position: Junior Customer Success Manager

Working hours: 9am to 6pm UK time (Working days are either Tuesday to Saturday or Sunday to Thursday)

Salary Range: $per month

About the company:

An EdTech company.

About the role:

Looking for a talented junior customer success manager to join the team. You

will be responsible for supporting and engaging with customers directly at every point in their

subscription journey. You will be responsible for ensuring customers receive quick informative

and professional responses to queries and questions over via email LiveChat social media and

telephone.

You will work with the wider Customer Success marketing and growth teams to develop

strategies that improve conversions and maximize customer LTV. You will elish and

maintain efficient processes and optimize client engagement in order to delight and exceed the

expectations of our customers. You will be an advocate for our customers ensuring that their

feedback and changing needs are communicated effectively to the wider company.

Duties and responsibilities:

• Provide a highquality customer experience by ensuring that customer enquiries are answered efficiently and professionally.
• Work with technical and product teams to communicate and resolve any technical and product issues experienced by users.
• Identify payment and content issues by yzing platform content system logs and billing information.
• Engage with teachers and students to answer queries about using the platform – in particular being able to deal with young users appropriately.
• Provide platform training to parent and school customers.
• Relay customer feedback to relevant company departments and employees to ensure that any necessary product improvements and features are identified.

Qualifications:

• 2 years of experience working with customers via email live chat and phone.
• Able to work Saturdays or Sundays with days in lieu.
• Strong work ethic and highly ambitious.
• Keen and intuitive contributor and communicator.
• Desire to work in the education sector.
• Interest in startups and technology.
• Excellent written English.
• Excellent organizational and time management ss.
• Interest in being a part of a young growing business.