Customer Support Specialist

Summary

Join Up Learn's Customer Experience team as a freelance/part-time Customer Support/Service Specialist! This fully remote role offers flexibility and the chance to make a tangible impact on students' lives. You'll work closely with a small, growing team, supporting students, parents, teachers, and tutors. This position provides in-depth exposure to various aspects of the department and excellent career growth potential. The ideal candidate is highly driven, empathetic, and passionate about education. If you're up for the challenge and want to contribute to a company with a mission to revolutionize education, apply today!

Requirements

• Possess outstanding communication skills, both written and spoken, with the ability to maintain a consistently positive, friendly, and clear tone across all interactions with students, parents, and teachers
• Demonstrate strong empathy and active listening skills, with the ability to understand customer needs deeply and respond confidently, ensuring a customer-first approach in every situation
• Be comfortable managing escalations and high-pressure scenarios, with the capability to remain calm, composed, and solution-oriented while resolving customer concerns
• Be highly analytical with strong problem-solving abilities, able to quickly identify and troubleshoot technical issues, as well as recognise opportunities for process improvements to drive efficiencies
• Have the ability to learn and master customer-facing tools and systems, ensuring seamless execution of support functions and a world-class experience at every touchpoint
• Possess exceptional organisational and time management skills, with a proven ability to handle multiple tasks simultaneously while maintaining attention to detail and meeting high standards
• Be self-motivated with a proactive approach to challenges, consistently taking initiative to improve processes and support scaling initiatives in a fast-paced, growing environment
• Be a team player with a collaborative mindset, able to work closely with tutors, the customer experience team, product, engineering and other teams across the business to ensure a smooth customer service operation

Responsibilities

• Deliver outstanding customer experiences: Ensure that every student, parent, or teacher you interact with leaves with a ‘wow’ feeling, reflecting our commitment to excellence and empathy in every conversation
• Master customer-facing tools and processes: Become an expert in the tools, touchpoints, and applications critical to delivering a world-class experience, ensuring seamless support across all customer interactions
• Handle escalations with care and expertise: Effectively manage escalations, reviews, and feedback, demonstrating deep empathy and active listening to resolve inquiries confidently and consistently
• Troubleshoot technical issues methodically: Use a logical, methodical approach to quickly diagnose and resolve technical issues that may arise while using our courses, liaising with our product and engineering teams, ensuring a smooth learning experience for all customers
• Use analytical and problem-solving skills: Leverage strong analytical thinking to identify patterns, opportunities for improvement, and process enhancements that drive efficiencies and elevate the overall customer experience
• Support smooth customer service operations: Ensure all customer service tasks are completed promptly and to a high standard, while collaborating with tutors and the customer experience team to maintain a cohesive support environment
• Contribute to scaling initiatives: Work alongside Customer Experience Management to implement strategic projects that will prepare Up Learn for its next phase of growth, fostering innovation and continuous improvement

Preferred Qualifications

Have experience in customer-facing, technical support, education, or operations roles, or exposure to scaling companies during periods of growth

Benefits

• Fully remote role
• Flexible hours