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Customer Success Team Lead at MyTutor

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  • London
  • fulltime
  • ₤28000 - ₤30000 per year

MyTutor is the UK’s leading online platform for one-to-one learning, and we're on a mission to improve the educational outcomes of thousands of young people. We’re building a future where access to high quality learning is stress-free for those who can afford it, and funded for those who can't.

 

One-to-one tuition is one of the most powerful ways to improve pupils’ grades, confidence and life chances. Yet it remains out of reach for many. Our handpicked community of tutors work online with students from all walks of life, raising results on average by one whole grade. Over the past 18th months we've worked with the government to provide safe and reliable tuition to more students than ever. We're proud to have worked with over 1,000 schools across the UK, and our tutors have given over a million lessons.

 

Since last March, we've scaled up while working remotely and kept a working environment that encourages collaboration and support. We always prioritise our team wellbeing and development. Everyone has the option to use our hotdesking app, Desana and, once Covid regulations ease, we’ll have a permanent office space in London for people who want to come in.

 

We have a fun and caring culture with lots of social activities run by our team. You can find your zen in team Yoga on Mondays, sweat it out at our Product Manager Jess's Bootcamp on Fridays (not for the faint-hearted) or join a remote chocolate tasting via Zoom. We have company socials every month and there are chances every week to sit down with someone for a cuppa and a chat.

Requirements

The role in a nutshell

You’ll help scale our front line, B2C Customer Success team at a really exciting time for the business. You’ll be responsible for leading team members focused on helping our community of parents and ensuring they have a positive MyTutor experience. You don’t need to have worked in education before, but a passion for what our product does for a diverse range of students and a love of building long lasting customer relationships is important.

 

What you can expect

  • Lead the Consumer Success team (currently 6 FTE) to meet and exceed our KPIs, from conversion from free trial meeting to becoming a paying customer, all the way through to encouraging repeat bookings and cross selling our other classes and courses to increase LTV
  • Coach individual team members to reach team and personal targets, and motivate and support those who can further develop their skills.
  • Own onboarding for new joiners and run top-up training sessions for existing team members, and regularly improve these based on team feedback and process changes.
  • Identify opportunities for process improvements within the Consumer Success team, which improve agent and customer experience and allow us to serve customers more quickly and efficiently.
  • Collate insights and feedback for other departments, identifying key opportunities to input to the Product and Marketing teams to improve our users’ onsite experience.
  • Train, manage, and optimise the team’s use of tools including Zendesk, Hubspot, and Aircall, taking opportunities to tailor these to the team’s needs where appropriate.

The type of person we would love to meet

  • You have experience leading a team in B2C Customer Success or Sales, or other similar functions, and motivating team members to hit individual and team targets
  • You’re data driven, with an understanding of how to use data and insights to continually improve what we do
  • You’re passionate about your team, and hiring, training, and coaching individuals to develop and grow
  • You’re a keen collaborator, able to communicate and build strong working relationships with different functions across the business
  • You’re a confident, friendly communicator who can lead by example and isn’t afraid to pick up the phone and share your enthusiasm for what we do
  • You’re passionate about the customer - they’re at the heart of everything you do and you are always thinking about how to improve their experience
  • You’re a good listener, able to empathise with parents at a high-anxiety stage in their child’s education and ensure the best possible outcome for them
  • You’re excited to join our ever-growing team and contribute to the culture at MyTutor
  • (Desirable) You don’t need experience in an education setting, but an interest in this area and a passion for ensuring parents and students get the best possible experience and learning outcomes from their time with us is key

Benefits

  • Flexible working culture with access to our London HQ, global co-working spaces and home office setup
  • Investment in your learning with a personal L&D budget of up to £350
  • Workplace pension
  • Salary £28000 - £30000 depending on experience
  • Private Healthcare option through BUPA
  • Enhanced parent policies
  • Cycle, tech and gym schemes
  • Mentor/mentee scheme
  • Regular team events & socials (we've just had a remote Sofar Sounds gig and wine tasting!)
  • 25 days holiday (plus public holidays)
  • A culture that champions wellbeing with workshops and 1:1 coaching

 

MyTutor is committed to creating an inclusive workplace and we have set up our own EDI (Equality, Diversity and Inclusion) committee who host regular events to make sure we live up to those values. We are proud to be an equal opportunity employer, and all applicants will be considered.

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