Customer Experience Specialist

5 hours ago


Devon, United Kingdom Thrive Approach Full time
Job Title

Customer Care Coordinator

About Us

Thrive is a pioneering company dedicated to enhancing the emotional wellbeing and educational outcomes of children and young people. Our online assessment and screening tool, Thrive-Online, supports over 2,600 schools and settings, impacting the lives of 600,000 children and young people.

About the Role

You will be a vital part of our team, delivering exceptional support and customer service to members of Thrive-Online. Key responsibilities include guiding new customers through the onboarding process, facilitating subscriptions, and managing renewals.

Main Responsibilities:

  • Assist customers with account setup, navigation, and administration in Thrive-Online.
  • Handle phone calls and emails, providing timely support to address customer queries.
  • Manage subscription renewals and ensure high customer retention.
  • Utilize CRM/LMS systems to track and support user needs.
About You

We are seeking someone with:

  • Outstanding customer service and relationship-building skills, with experience supporting customers in a SAAS business.
  • High computer literacy, particularly with Microsoft Office and Excel, and CRM or LMS systems.
  • 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 a generous annual leave allowance, hybrid working, and a flexible benefits package. As an equal opportunities' employer, we celebrate diversity and flexibility, and we are committed to creating an inclusive environment for our team.



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