Customer Success Agents - Education Technology at Whizz Education

Job description

Customer Success Agents – Education Technology

Are you interested in being part of a team driving standards in maths? Can you effect change in education and help educators harness technology for learning gains?

Our vision is to enable 100 Million primary age children around the world with a personalized learning experience, and to work closely with parents, schools and governments to raise standards in maths and, in due course, other core curriculum subjects.

This is an opportunity for a passionate and driven individual to help schools realise the full benefits of individualised tutoring and, in turn, to help the Whizz UK Schools to realise its commercial potential.

Mission for the Role:

A key part of helping educators and students to achieve their educational goals is to offer a white-glove, world class experience for customers when it comes to services and support. In pursuit of this elite level of customer support, Whizz Education is choosing to create an independent customer support team in 2018-2019.

The Customer Support Agent is responsible for providing world-class support to all Whizz customers- including parents/guardians, teachers, administration, and other school staff.

Day to day responsibilities:

• Each agent is responsible for responding to asynchronous support requests that come in via email or webform as well as synchronous support requests that come in via phone or live chat/screen share (Whizz Assist). All support cases are tracked and documented to allow internal transparency to all Whizz staff and to analyze the progress and effectiveness of our support efforts.
• In addition to managing all incoming support requests, the Whizz Support Agent has a group of important secondary responsibilities:
• Creating user help resources, including knowledge base articles, FAQs, and video tutorials
• Maintaining a self-service customer help site populated with user help resources
• Providing quality assurance (QA) review of new product content and features
• Other projects/tasks as needed to support Whizz internal teams and customers

Key Skills and Experience

• On-the-ground experience in education, primary would be preferred.
• Experience in integrating learning tools into curricula.
• Obsessed with customer and learning impact. Proven evidence of educational impact, either as a practitioner or service provider.
• Customer-service experience preferred
• Experience/skill OR ability to adapt quickly to a range of tools and applications. This includes the Microsoft office suite, CRM (salesforce) and live chat apps.
• High level of literacy and numeracy

Key Points

Role is based in our offices in Nairobi

Hours of work are 9-5.15

Opportunities for development are numerous, members of the customer success team have developed into management, product, project management and sales roles.

Next Steps

Please send in your cv today!! The closing date is the 8th September