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Customer Success Lead
at MyTutor

go back to Customer Support Jobs
  • London
  • fulltime

About MyTutor

One-to-one tuition is proven to significantly improve pupils’ grades, confidence and life chances. Yet it remains out of reach for many. MyTutor’s mission is to bring life-changing tuition to all. Our handpicked network of tutors work online with pupils from all walks of life, and we’ve given over a quarter of a million lessons so far – raising results on average by one whole grade. We’re proud of the fact that over 300 schools have also chosen to work with us. And that we’ve earned a Trustpilot rating of 9.4/10.

We understand the hectic lives of families with teenagers, and our flexible lesson times mean parents can juggle schedules more easily. On our website, it’s simple to find a tutor your child gets on with – and every lesson is tailored to their needs. Also, by having lessons via live video, pupils can access the best tutors no matter where they live or when they need help. No travelling for Mum and Dad, no waiting around, no strangers in your home. Pupils can have their lessons anywhere – at Grandma’s, at a friend’s house or on holiday, so there’s no disruption in the run-up to exams.

Tuition is now more affordable and accessible, making life less stressful for busy parents doing their best.

About the role

You’ll be joining our passionate, ambitious team in an exciting, fast-paced & high-growth environment. We pride ourselves on an amazing customer experience at MyTutor with over 95% of our reviews at 5* and some great feedback on Trustpilot. You will be accountable for evolving our ability to deliver these levels of support to keep up with our growth. No previous experience working in education is necessary; we have amazing in-house specialists and top talent from the industry to train you!

What you’ll do

  • Lead by example, solving customer problems efficiently and coaching the team on the most difficult queries and building their knowledge around complex issues
  • Own the resourcing plan to ensure we can deliver great customer support throughout the year
  • Reviewing the quality of the team’s customer interactions to identify areas of potential improvement, both from a process perspective and individually
  • Develop a culture of ownership and proactivity within the team
  • Set targets and measure team performance
  • Champion customer best practice at MyTutor and bring examples from how other businesses operate

Requirements

  • Experience in customer operations
  • Proven ability of effectively prioritising and solving customer requests
  • A customer first approach to problem solving, you show empathy for our customers and understand what motivates them
  • Strong written and verbal communication skills when dealing with internal stakeholders and customers
  • Experience using customer service tools (e.g. Zendesk and Intercom) to communicate with customers
  • An innovative approach to solving customer problems and improving efficiency, with the drive and skills to bring ideas to completion
  • An understanding of what motivates effective teams and how to coach and develop individuals
  • Comfortable setting targets as well as using data to measure performance and drive decisions

Benefits

  • Experience in customer operations
  • Proven ability of effectively prioritising and solving customer requests
  • A customer-first approach to problem-solving, you show empathy for our customers and understand what motivates them
  • Strong written and verbal communication skills when dealing with internal stakeholders and customers
  • An innovative approach to solving customer problems and improving efficiency, with the drive and skills to bring ideas to completion
  • Experience using customer service tools (e.g. Zendesk and Intercom) to communicate with customers
  • An understanding of what motivates effective teams and how to coach and develop individuals
  • Comfortable setting targets as well as using data to measure performance and drive decisions

MyTutor is committed to creating an inclusive workplace with an 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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