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Customer Success Executive

Posted 4 January by Champion Recruitment Featured Ended

Are you interested in working for a parent to parent communications network for school communities. A free and private social network that allows school parents to connect and get to know each other, create vibrant, helpful and thriving communities, share information and share recommendations.

As a Customer Success Executive, you are responsible for helping our members in every way in order to ensure the success of our forum in their schools. This includes analysing the most common issues and questions from our members so that we can make the best product decisions.

Duties and Responsibilities as the Customer Success Executive are:

  • Responding to requests and comments from our members in a timely and friendly manner, so that our community develops a trusting relationship

  • Using problem-solving skills to work out more detail about what has occurred. This may require you to work out what further information to ask the member, and to try and replicate the issue yourself.

  • Reporting bugs and issues to our product development owner

  • Ensuring quality and accuracy of responses through a deep understanding of our features. Keep up to date with all new features and developments.

  • Contributing to user interface improvements.

  • Validating new school enquiries, set up schools and record the details in the system associated with each school

  • Helping our members in every way, implementing training that allow members to help themselves, and analysing the most common issues and questions from our members so that we can make the best product decisions.

  • Supporting customer engagement activities to help schools become engaged vibrant communities. This could include speaking to current and potential school Ambassadors to give them onboarding support

  • Organising training and events for Ambassadors

  • Learning to use the different systems and databases in place, to give admin support to the team

  • Developing Help materials to support community needs, such as help articles and blog posts. Update these materials regularly based on incoming Help enquiries and new features

Skills required:

  • Ability to quickly penetrate technological concepts and issues, analyse problems and implement creative solutions.

  • Problem solving, excellent written communication skills, methodical, good attention to detail, quick to learn, supportive and empathetic.

  • Enjoy interacting with people and helping them out.

  • A fundamental passion for helping others and, in particular, for helping our members build vibrant, safe, happy and real communities

  • Excellent communication skills, both written and oral, and a strong ability to listen.

  • Ideally you will be using forums in your own school, enabling you to use your experience of that directly within the role, and to keep up to date with our constant new developments easily

Skills and Experience:

  • Exceptionally well organised and structured, detail orientation and loyalty is a must.

  • Pronounced self-starter who can work independently

  • Result-oriented and able to work on several initiatives at the same time.

  • Excellent time and project management skills.

  • 3-6 years professional experience in companies that demand daily peak performance.

Working Hours:

The core role is 20-30 hrs per week based in our Oxford Office. We are flexible over the specific pattern through the week e.g. school length days.

There is also the option to 'topup’ to a full time role by working from home in the evenings and weekends providing help desk support.

Required skills

  • Customer Support
  • Problem Solving
  • Forums
  • Help Desk Support
  • education

Reference: 34136769

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