Customer Support Coordinator

2 months ago

Brighton, United Kingdom Pupil Progress Full time
Company introduction

Founded by experienced educators Brett Griffin and Barnaby Grimble, Pupil Progress is a dynamic and comprehensive educational technology platform designed to revolutionise the teaching and learning experience for educators, students, and parents alike. Providing exam board-specific student progress tracking at subject, topic and skill level, aiding educators in informed decision making regarding curriculum strategy and teaching. Pupil Progress are dedicated to supporting the progress of every pupil - not just for school but for life. Providing one central point of truth for data, from the Student to the Trust CEO, we are on a mission to deliver this impact on a global level and are aware of the focus on innovation, digital transformation and quality assurance in education.

Opportunity

This is a fantastic opportunity to play a major role in a rapidly growing Edtech company. Working closely with the founder and co-founder, this is a great way  to become a key part of a company that is on a very positive trajectory, gain valuable experience and build your skills, as well as making a positive contribution to the education sector on a national scale and beyond. Joining the team means opportunities for growing in personal responsibility and project ownership with fast progression. Join us in shaping the future of education and making a meaningful impact in classrooms around the globe.

Job purpose and overview

Working closely with our growing support team, you will be encouraged to enhance and grow your skills in a customer focused role. 

Using our bespoke platform, you will be working alongside our Customer Experience Manager to support our customers in maximising all the benefits our software brings. You will build a relationship with the school and provide ongoing support to assist teachers in navigating our platform, offering advice on how to use our trackers to identify ways of raising student achievement.

We will train you to use all of our software used internally, enabling you to manage all aspects of customer support. You will provide teachers with online training that will support them with all aspects of tracking, reporting, and analysis. 

As part of our highly experienced Customer Experience team, you will be responsible for all aspects of customer support, including contributing to future developments, producing support material and developing systems to increase efficiency. By advising on new developments and reporting back on user experience you will be instrumental in the ongoing improvement of our platform.

Responsibilities and tasks
    • Supporting new customers to set up their accounts
    • First point of contact for customer support requests
    • Deliver training calls and webinars to new and existing customers
    • Take actions to maintain high resubscription rates after reviewing analysis data with Customer Support Lead
    • Create training videos and systems to help customers engage with all features of the platform
    • Develop additional material and communications that improve user engagement
    • Liaise with tech team on required developments and updates
    • Provide support to teachers with getting to grips with the platform and supporting them to get the most out of our website

Requirements

  • Experience in high volume customer support
  • Confident IT skills, with the ability and desire to learn new technological systems
  • Experience in Intercom (Preferred not essential)

Benefits

    • Competitive salary
    • Mentoring from leaders with education and business experience
    • Direct access to the company founders and leaders in a role that shapes future growth of Pupil Progress
    • A role with real responsibility from the start
    • Continuous learning and development 
    • Pension scheme
    • Career progression
    • Employee Assistance Programme including 24/7 confidential support across areas including Mental Health, Financial and Childcare 
    • Flexible working opportunities
    • Working from home opportunities 
    • 23 days holiday plus bank holidays as standard plus 1 Additional holiday added for every year served up to five years
    • Last but not least, you'll be joining a fantastic and friendly team of enthusiasts who value collaboration, energy, fun and openness. Our onboarding process is fast-paced yet supportive, so you'll feel right at home from day one.

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