Customer Success Agent
2 months ago
We’re Atom and our mission is to democratise education. We use machine learning and a visually engaging tech platform to bring a fun, high-quality and personalised learning experience into every child’s home.
We’re one of Europe’s fastest-growing EdTech startups. Last year we improved the standard of education for over 200,000 students across the UK and Asia. This year, supported by our recent $25m investment from SoftBank, our goal is to reach 560,000 students.
We’re remote-first While our main office is in London, our team is composed of over 150 people (and counting) working from 14 countries.
**The Role**
You will work with the wider Customer Success, marketing and growth teams to develop strategies that improve conversions and maximise customer LTV. You will establish and maintain efficient processes and optimise 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.
**Responsibilities**
- You will provide a high-quality customer experience by ensuring that customer enquiries are answered efficiently and professionally;
- You will work with technical and product teams to communicate and resolve any technical and product issues experienced by users;
- You will identify payment and content issues by analysing platform content, system logs and billing information;
- You will engage with teachers and students to answer queries about using the platform - in particular, being able to deal with young users appropriately;
- You will be responsible for providing platform training to parent and school customers; and
- You will relay customer feedback to the relevant company departments and employees to ensure that any necessary product improvements and features are identified.
**Requirements**:
- Strong work ethic and highly ambitious;
- A keen and intuitive contributor and communicator;
- A desire to work in the education sector;
- An interest in startups and technology;
- Excellent written English;
- Excellent organisational and time management skills;
- An interest in being a part of a young, growing business; and
- Able to work one weekend day per week, with time in lieu.
**Benefits**
- 25 days holiday plus bank holidays;
- 3 days winter leave
- Fully remote or flexible work at our office in Old Street to use as much or as little as you'd like
- L&D budget
- Competitive pay
- Private medical
- Full auto-enrolment workplace pension
- Monthly remote and in-person events in London
- Enhanced family leave
- High degree of autonomy and exposure to the running of all business areas of a successful startup
- The opportunity to become an integral member of a fast-growing technology company
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