Overview
About the role: The Customer Experience team plays an irreplaceable role in our success as a company, representing our customer internally to ensure that we deliver a world-class level of service at scale. As a small team that will be growing at a quick pace, we are looking for a Customer Service Executive to join our core team of four and our wider team of 40 tutors. This role offers the rare opportunity to learn about every single part of the department, providing a solid stepping stone to progress into a customer-facing, operations, content, sales or marketing career very quickly. If you’re up for the challenge, come and join us on this adventure!
About Us
At Up Learn, we’ve built one of the world’s most effective learning experiences by combining cognitive science, instructional theory, and artificial intelligence. Our mission is to give every learner the most effective path to success, and we envision a world where every learner achieves more, faster, through adaptive, mastery-based learning. We are the market-leading platform for A Levels, with seven courses on offer and 1 in 3 A Level students using Up Learn. Over the next year, we’re launching GCSE Science and accelerating growth, expanding our impact to millions more students. Our results include: 97% of students who complete our courses achieve an A*/A, and a large-scale evaluation in schools showing usage is associated with 9 months of additional progress with improvements across whole year groups. For every paying student, we provide a full scholarship to a student in need, ensuring high-quality education is accessible to all.
About You
You are an exceptionally capable, highly driven and empathetic individual who cares about our mission of pushing the frontiers of effective education and having a tangible impact on thousands of young people. You have a passion for education and a hunger to learn how you can deliver the best possible customer experience supporting our students, parents and teachers as they navigate our platform and complete our courses. We welcome everyone and are committed to building inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work. We put effort into building a great working environment and are looking for individuals to add value to our super smart, fiercely passionate and incredibly skilled team and company.
Key Responsibilities
- Deliver exceptional customer experiences by supporting students, parents and teachers, ensuring every interaction leaves customers with a ‘wow’ feeling
- Become highly skilled in our customer touch points, tools and platforms, using them to deliver fast, accurate and high-quality support
- Manage escalations and feedback with empathy, strong listening skills and confident communication, ensuring every enquiry is fully resolved
- Work alongside AI-powered support tools by reviewing conversations, identifying opportunities for improvement and helping to evolve our chat experience
- Use customer interaction and performance data to identify trends, solve problems and improve processes that increase efficiency and customer impact
- Support with School’s onboarding, account setup and both technical and data-based troubleshooting
- Build strong relationships with teachers, guiding them on setting assignments, understanding student progress and helping them maximise the value of Up Learn in the classroom
- Take ownership of day-to-day customer service operations, ensuring tasks are completed efficiently while supporting tutors and the wider Customer Experience team
- Collaborate with the CX Manager, Senior CX Executive and CX Ops Specialist on projects that prepare Up Learn to scale during our next stage of growth
- As a member of the CX Team you will utilise a number of tools, not limited to, Intercom, Slack, Google Suite, Wonde, Hubspot and Zapier.
Requirements
If you don’t meet every requirement but believe you would thrive in this role and are eager to learn, we strongly encourage you to apply.
- Excellent written and verbal communication skills, with a consistently clear, friendly and professional tone
- Strong empathy and the ability to build trust with customers, colleagues and educators
- Confidence using AI tools and data insights to improve customer experiences and operational processes
- Ability to communicate clearly with teachers and school stakeholders, supporting them in using Up Learn effectively
- Comfortable working in a feedback-driven environment, with a strong desire to learn and improve
- Proactive and solution-focused, with the confidence to take initiative and contribute ideas
- Strong organisational and time management skills, with excellent attention to detail
- Preferred but not essential: experience in customer-facing, education, marketing, data or operations roles
Benefits
We provide a great set of benefits that all focus on helping Up Learn team members lead healthy and fulfilling lives.
Working at Up Learn gives you:…