Customer Retention and Support Manager, LessonWise
£25-30k
3 days a week in office (145 City Road WeWork)
Learning platform for tutors and students
Be an early applicant
Learning platform for tutors and students
1-20 employees
Be an early applicant
£25-30k
3 days a week in office (145 City Road WeWork)
1-20 employees
Company mission
To provide students with affordable access to private tuition in any subject and to help expert tutors scale their business.
Role
Who you are
- Customer Service Experience: Proven experience in customer support, account management, or a related field, with a focus on customer retention and satisfaction
- Empathy and Care: A strong, natural empathy and genuine interest in customer well-being, coupled with a commitment to going above and beyond
- Technical Acumen: Ability to quickly learn and master platform functionalities to provide effective technical assistance
- Composure in Difficult Situations: Ability to remain calm, composed, and constructive, especially in challenging or high-stress customer interactions
- Strong Communication Skills: Excellent verbal and written communication skills, with a talent for attentive listening and problem-solving
- Organisational Skills: Capable of managing multiple customer cases, ensuring timely and personalized responses while maintaining meticulous records of each interaction
- Good knowledge of HubSpot CRM: The customer retention and support officier will be using HubSpot as the company's system to keep meticulous record of all customer support tickets
What the job involves
- Customer Relationship Building: Develop and nurture strong relationships with paying customers to ensure they feel consistently supported and valued
- Retention Strategy Execution: Proactively engage with customers to address their concerns and deliver a seamless experience that encourages long-term commitment (minimum eight months)
- Platform Knowledge and Troubleshooting: Master all aspects of the LessonWise platform to provide quick, effective support and technical guidance
- Personalised Customer Support: Exhibit empathy and patience in every interaction, tailoring responses to individual customer needs and resolving issues effectively
- Problem Solving and Customer Care: Swiftly handle technical questions and troubleshooting requests, ensuring issues are resolved in a manner that builds customer trust
- Communication Skills: Listen attentively, stay composed during challenging conversations, and communicate effectively to de-escalate situations and reinforce a positive customer relationship
Salary benchmarks
Our take
In the UK alone, estimates for the value of the tuition industry as a whole range between £2-6 billion, with, online tuition now acting a key player within the sector. However, tutors often have to use more than one platform to communicate with parents and students: one for communications, one to actually hold video tutoring sessions, and another for admin and scheduling, which is inefficient to manage. LessonWise offers an all-in-one platform that helps sidestep this problem.
The platform facilitates online tutoring and empower tutors with the tools in which to succeed. Their features include a built-in online classroom and tools to generate assessments, tasks, write reports & track/process payments, offering a streamlined, professional and easy to use option for tutors. Without having to manage their own administration, tutors can focus on what's most important: the tutoring.
Students and parents are drawn to LessonWise's flexibility, innovation and ease of access and the industry is expected to significantly rise over the next few years. As an early stage start up within a large and growing market, the company has great potential to build a significant business that impacts lots of people.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Most candidates hear
back within 2 weeks
Company
Employee endorsements
My opinions are valued
"Although my main role was in Customer Support, I was involved in the planning and excecuting of targeted marketing campaigns. Although I didn't have..."
Company benefits
- Work from home opportunities (fully remote or 2 days/week depending on the role)
- All the WeWork space benefits (including free barista coffee and other refreshments & breakfast and lunch events)
- Fun and friendly working environment and culture
- Flexible working hours
- 25 holiday days excluding bank holidays
Company HQ
London, UK
Articles
Leadership
Manfred Olbrich
(CEO)Manfred worked at Herrenknecht AG for 3 years working as a Research Engineer and then a Mechanical Design Engineer. Since 2014, he has gone onto be both a Freelance Musician and a Private tutor.
Diversity, Equity & Inclusion at LessonWise
- We are an equal opportunities employer who provides a pleasant and supportive work environment
- We actively pursue and promote a diverse workforce as we strongly believe diverse teams create better outcomes for customers, teams, and businesses
- We value the incredible contribution of women in tech and business to ensure an equal gender split in the teams within our company
- We welcome applications from those societal groups who are significantly underrepresented.
- We aim to provide management with ongoing training on how they can support and get the best out of diverse teams.
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