Senior Customer Support Executive
Share
Job Location:
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Role: Senior Customer Support Executive
Location: London Office Based Full Time
The Mission
Zen Educate is rapidly scaling - our UK business aims to grow 3x year on year and we have completed three acquisitions.
We are looking for an ambitious and passionate support specialist to be a senior player in the team. This is someone who will own high level support outcomes drive team wide performance improve our processes all while remaining hands-on in delivering valuable support to our educators.
What you will own
- Functional Mentorship: You will own the workflow and quality aspects of your direct other words you own the quality bar for the team.
Operational Excellence: You are the pace-setter for the team. You own the daily achievement of our KPIs - for example response rates response times and resolution rates.
The Support Playbook: You will own the maintenance of our internal knowledge base and external Help Centre. Youll ensure our how-to guides are always up-to-date reducing friction for both the team and our educators.
Complex Resolutions: You are the final point of contact for the most challenging educator and school queries. Youll own the tough cases using your deep platform expertise to turn frustrated users into brand advocates.
Continuous Improvement Loop: You will own the identification of common pain points in the educator journey. By analysing trends youll support building automated solutions and workflow fixes that make support low friction and easy for our educators.
Who You Are
A first-principles problem solver: You dont just clear the inbox. You investigate why it is full in the first place and build automated processes to reduce down our predictable queries.
Analytically rigorous: You are both good with people and excellent with data. You can dive into customer data to understand the root cause of a problem and drive operational improvements.
A force multiplier: You love sharing how you do things to the highest standard mentoring other team members on technical workflows and creating the documentation that makes the whole team smarter.
Required Experience:
Senior IC
Key Skills
- Building Construction
- Hospital management
- Cardiac Surgery
- EMC
- Kitchen
About Company
Zen Educate is a simple, streamlined platform for teachers and teaching assistants to find work in schools without expensive agency fees.
