clients Save My Exams

Customer Support Associate

Location

UK

Job Type

Full-time

Experience

N/A

Salary

N/A

Skill Set

Role

All Other Remote

Job Details

About Save My Exams

In a few short years, Save My Exams has grown to almost 42,000 paying members by building an exceptional product that students, parents and teachers love.

Our mission is to build the best course-specific learning experiences so students have everything they need to ace their exams.

We’ve had amazing success since we started our journey in 2017, and in the last 12 months we’ve:

  • Helped over 5 million students, parents and teachers with our resources
  • Hit 42,000 paying members
  • Achieved a Trustpilot score of 4.7/5
  • Grown the team to 60 people (and expect to be 70 people by the end of 2022)
  • Grown revenue by 100%
  • Been profitable the whole time!

Description:

We’re looking for a Customer Support Associate to support our growing team at Save My Exams. Your mission in this role is to support and understand our customers’ needs by providing high-quality and suitable resolutions to any issue they may face. You’ll be placed in the Customer Support team to support the Customer Support Manager with resolving queries and maintaining a high level of service. As the first point of contact for all of our customers, you will ensure all customer queries are dealt with professionally and efficiently. You’ll play a vital role in ensuring the Customer Support team, and therefore Save My Exams as a company, operates as effectively and sustainably as possible.

Requirements

Your responsibilities:

  • You will help and support Save My Exams’ customers with a wide variety of queries via email.
  • You will resolve simple queries efficiently and you’ll take the time to investigate and resolve more complex ones.
  • You will proactively gather information and look to improve/document processes so that you are ready to answer most customers’ questions that come your way.
  • You will assist the Customer Support Manager in weekly/monthly reports and meetings.
  • You will proactively work towards customer support KPIs to effectively ensure goals are met.
  • You’ll be working across multiple platforms to access and update customer data. We’ll give you all the training you need for each programme, but you’ll need to be able to pick things up fairly quickly and be tech-savvy.

Requirements:

Hopefully, you’ll have some or all of the following:

  • Independent problem solver. You’re quick thinking and resourceful. You enjoy solving a wide range of problems and are comfortable working independently.
  • Patient & Attentive. Patience is crucial for providing great customer service. You must be willing to take the time to fully understand each customer’s problem and needs. It is also important to be mindful and attentive to the feedback that you will receive.
  • Clear communicator. You have the ability to communicate clearly when working with customers, your team and other departments. It is important to keep your communications simple with customers but leave nothing to doubt.
  • Good writing skills. All of our customer support is in written format, currently by email. You are confident constructing grammatically correct sentences to a high standard whilst ensuring your interaction with customers is always empathetic.
  • Time efficient & Organised. You’ll be able to manage your workload and prioritise tasks effectively. You will be a reliable team member that is happy switching between different queries that come your way. You always aim to get customers what they want in an efficient manner and it is important to think creatively and be resourceful.
  • Growth mindset. Motivated by continuous learning, and working in a fast-paced startup environment.
  • Goal-Oriented Focus. You are comfortable making decisions to be in line with our company strategies. It is important to have a collaborative mindset and proactively think about how your actions can affect the overall success and growth of Save My Exams.


The Process:

  1. Application Form
  2. Assessment Task
  3. Online Interview

Benefits

Working for a fast-growing, bootstrapped education company is a rare opportunity, one we consider a lifestyle choice rather than a job choice.

Our positions are challenging, but also come with amazing advantages and opportunities.


Here’s what we offer:

  • Competitive annual salary between £22,000-£27,000, depending on experience, skills, and where in the world you’re based
  • 28 days paid vacation (plus UK bank holidays)
  • Paid sabbatical - 28 days paid leave for every 3 years you work with SME (in addition to your annual holiday allowance)
  • Annual profit share and stock options
  • Learning & Development budget of 3 days and £500 per year
  • Pension contribution
  • Equipment budget for equipment you might need to do your job brilliantly
  • Remote working: work from your home or wherever you want! We’re UK based but our team is spread out all over the world – UK, US, Germany, South Africa and more.
  • Reasonable hours: we don’t expect (or want) you to spend every waking hour at work. We’re outcomes-oriented and want you to be able to operate at your peak for the long term.
  • Control over your time: Fully remote & flexible, but with regular company get togethers and away days
  • Impact: We give you the opportunity to solve challenging and meaningful problems that make a real difference to the lives of millions of students and teachers.
  • Amazing team: we’re a diverse, talented and friendly group who love what we do.


All Are Welcome Here

Save My Exams is an equal opportunities employer and we are committed to building and empowering an inclusive community within our company.

Our goal is to create a workplace where everyone is treated fairly, equitably and respectfully.

Research shows that underrepresented groups apply only if they fully meet the criteria in a job listing. Save My Exams is committed to levelling the playing field, and we encourage anyone from any background to apply even if they don't check every box on our job listing.

We believe flexibility is important, and we're happy to chat to you about flexible and remote working. If you need any flexibility or adjustments in our interview process - to help set you up for success - then please let us know too.