School Relationship Representative

About our project:

Fiction Express is an interactive language solution that works on language learning in a comprehensive way. It is available for Spanish and Catalan language subjects (language) and English (native and second language) and we work with primary and secondary schools around the world, we are currently present in more than 25 countries.

We provide a high value product, with proven results for the learning of English, Spanish and Catalan, and the development of language skills.

Based across Spain and the United Kingdom, we are one of the leading EdTech companies in Europe. We are in an exponential growth phase with a growth of over 2x per year for the last 5 years.

The Fiction Express solution is a winner of multiple education awards worldwide, including the Bett Awards 2020 and 2021, the Education Resources Awards (ERA) 2019 and 2021, the Teach Primary 5* Awards 2019 and the EducationInvestor Awards 2019, 2020 and 2021.

Your mission:

As part of the Account Support team, you will be key in the smooth running of the Fiction Express experience. You will support teachers in using their account with their students, support the sales team with helping teachers to use their accounts, and troubleshoot any issues that arise along the way. From hosting webinars, to moderating the book forum to organizing meetings with the authors, your role covers a wide range of tasks whilst juggling various mini-tasks in between, all fuelled by the aim to help the readers and teachers get the most out of Fiction Express.

Your day-to-day Fiction Express:

• General customer service and support roles, including responding to the online chat, emails, and telephone calls. Primarily in English and Spanish.
• Supporting existing subscribers to use the platform as well as dealing with enquiries from new schools and free trials from the UK, Europe and worldwide.
• Assist the sales team with some elements of their free trial accounts.
• Host webinars and zoom meetings for teachers and schools - including presenting how to use Fiction Express, how to manage the account, and focusing on specific areas such as the using the forum and tracking the students use.
• Help schools organise teacher and student logins, including uploading excels, trouble-shooting duplicated users, and issuing logins to the schools.
• Moderation of the online book forum Filter and remove inappropriate comments, liaising with teachers when necessary. Issue certificates for outstanding comments.
• Managing and updating the CRM.

What are we looking for?

• English native, with Intermediate-Advanced Spanish and minimum - Catalan is a plus.
• High Customer Service skills.
• Fast and efficient in response to customer or team requests.
• MS office, CRM and data handling experience.
• Experience in customer support and/or subscription/membership role.
• Attention to detail a must, proofreading skills a plus.
• Experience in the education sector is a plus.

What s waiting for you at Fiction Express?

Work from home 100% in a high-growth company.

Full-time and permanent contract from day one.

Very good working environment, dynamic and enthusiastic.

In-person meetings with the whole team twice a year and online events.

Spanish classes.