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CUSTOMER SUPPORT MANAGER (UK)

ABOUT US

We are the innovators, educators, and altogether nice bunch of folk behind the award-winning Learning Journey Platform, PebblePad. Our 17-year journey has seen us consistently push the technology boundaries, build an enviable global customer-base, and gain a reputation for being the kind of company people really like doing business with. Big enough to be trusted by leading organisations across the globe, but small enough to value every team member, it's why our customer-base, just like our team, is growing year on year. If you want to be part of something incredible, and make a difference to future generations of learners, read on.  

ABOUT THE OPPORTUNITY 

As part of our exciting growth plans we are looking for highly-motivated, dynamic people who are passionate about learning, learners and shaping the future of education.

Our global Learning Services team is pivotal in the delivery of our core goal of ensuring our customers are delighted and supported through every step of their journey with us.

A Customer Support Manager is required to:

  • Own our global Help Desk by administering our software (Freshdesk), managing the response queue, and tracking reports and data.

  • Respond directly to customers and colleagues to help solve complex technical issues with simple, easy-to-follow instruction.

  • Triage, isolate, identify and recreate issues and work with development and platform teams to resolve them within Service Level Agreement targets.

  • Manage knowledge base articles by writing or collaborating with colleagues to support customers in a self-service capacity.

  • Provide just-in-time support, synchronously or asynchronously, to guide users with their customised requirements.

WHAT YOU'LL BE DOING

While two days are never the same, typically the life of a Customer Support Manager at PebblePad involves:

  • Being our Freshdesk controller and the person who’s making sure we’re squeezing every ounce of possibility out the platform.

  • Managing our ticket queue to ensure you and the wider team(s) are responding within SLA targets and pro-actively resolving where delays occur.

  • Constantly documenting and improving Help Desk processes as well as contingency planning.

  • Responding to customers via email, phone and live chat to answer queries related to the PebblePad platform and escalating or delegating as required.

  • Owning our knowledge base and using data and feedback to curate articles so they are easily found, and are always accurate and useful.

  • Using data to isolate and identify where improvements in product functionality or design will reduce ticket volume and improve customer satisfaction.

  • Writing or recording short customised just-in-time guidance where required.

  • Being an active presence in our community forums and provide one-to-many responses to thread queries.

ABOUT THE JOB

Your current job title may differ, but most importantly you will share our vision to support users with outstanding customer service, and will have:

  • 3+ years’ experience in customer service or related field

  • PebblePad experience; as an administrator, builder and end user.

  • Service Desk experience; as an administrator or senior agent

  • Patience, empathy and passion for customer satisfaction.

  • Excellent communication skills with the ability to adopt a suitable tone, whether written or in conversation, and are fluent in English.

  • Problem-solving and project management skills and can prioritise your workload without instruction to meet tight deadlines.

  • The flexibility to work across international time zones in support of our global customers and colleagues, including weekends and public holidays.

  • A familiarity of the language, structures and practices of Higher Education and history of working alongside academic and administrative colleagues.

  • A thorough understanding of learners, learning and assessment and PebblePad’s approach in shaping the future of education.

Desirably, you will also have:

  • Freshdesk certification

  • Cross-curriculum experience within Higher Education.

  • Content, Web and Graphic Design and Video Editing skills (with a healthy portfolio to showcase).

  • Knowledge of, and experience working to, accessibility requirements.

The salary range is £32-45k, dependent on skills and experience, and includes a generous benefits package. The role is full time and may be located at our Telford office or remote working if preferred. We believe in inclusion and diversity and are an equal opportunities employer.

INTERESTED? WHAT NEXT?

It's simple. Complete the form below and attach your CV (max 2 pages) together with a short cover letter extolling your virtues and explaining why you are absolutely, certainly, unquestionably, the person for this job. Please note, due to various employment restrictions we are unable to accept applications from non-EU citizens. We also regret to inform you that we cannot sponsor work visas at this time.