Customer Support Specialist

1 week ago

Devon, United Kingdom Thrive Approach Full time
About the Role

We are seeking a highly skilled Customer Support Specialist to join our team at Thrive Approach. As a key member of our customer support team, you will be responsible for delivering exceptional support and customer service to our members of Thrive-Online, our online assessment and screening tool.

Your primary focus will be on guiding new customers through the onboarding process, facilitating their Thrive-Online subscriptions, and managing renewals for existing customers. You will also be responsible for assisting customers with account setup, navigation, and administration in Thrive-Online, handling phone calls and emails, and providing timely support to address customer queries.

To succeed in this role, you will need to possess superb customer service and relationship-building skills, with experience supporting customers in a Software-as-a-Service (SAAS) business. You will also need to have high computer literacy, particularly with Microsoft Office and Excel, and CRM or LMS systems.

As a Customer Support Specialist, you will play a vital role in improving the emotional wellbeing and educational outcomes of children and young people. You will have the opportunity to work with a talented team of professionals who are passionate about making a difference.

About You

We are looking for someone with:

  • Excellent communication, both written and verbal.
  • Strong organisational, administrative, and time-management abilities.
  • A keen eye for detail and accuracy.
  • The ability to work independently and as part of a team, juggling multiple tasks and adapting to varied responsibilities.
  • Empathy and professionalism when supporting members and colleagues.
  • A proactive approach to problem-solving and a desire to improve processes and customer outcomes.

Our Benefits

We offer a range of benefits, including:

  • Generous annual leave allowance of 36 days (28+8 bank holidays) +1 for every year of service (up to a maximum of 5).
  • Hybrid working, based from either our Bloomsbury, London, or Newton Abbott, Devon offices.
  • Flexible benefits package including Healthcare Scheme and ability to purchase additional Annual Leave.
  • We pay for a Healthcare Plan once you've passed probation, which includes access to a private GP.
  • From day 1, free life insurance covering up to x4 your salary.
  • We'll both add money into your pension pot after 3 months.
  • Get 25% off online learning resources for year 1 to GCSE with EdPlace.
  • Choose what flexible benefits you want after you've passed probation - this could be buying extra holiday, dental, topping up your healthcare plan, bikes, gym membership, electric cars and give as you earn.
  • Excellent learning and development opportunities.

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