Junior Customer Success Manager
Employer: Atom Learning
Location: Work anywhere in the UK or within GMT +/-2 hours time zone; we're a remote-first company, with the option to use our Holborn office;
Working hours: Full time
Salary: Not listed
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We’re Atom Learning and our mission is to help every child reach their potential. We use machine learning and a visually engaging tech platform to bring a fun, high-quality and personalised learning experience into every child’s home.
We combine exceptional teacher-made content with cutting-edge technology to provide fantastic affordable education to all learners globally, regardless of background.
We’re one of Europe’s fastest-growing EdTech companies. Since 2018 we’ve grown from a startup of four friends to almost 110 people. Our brilliant colleagues include specialists across education, engineering, product, learning design and marketing.
We’re remote-first! While our main office is in London, our team is composed of over 110 people (and counting) working from 10 countries.
The role
Atom Learning is looking for a talented junior customer success manager to join the team. You will be responsible for supporting and engaging with customers directly at every point in their subscription journey. You will be responsible for ensuring customers receive quick, informative and professional responses to queries and questions over email, LiveChat, social media and telephone.
You will work with the wider Customer Success, marketing and growth teams to develop strategies that improve conversions and maximise customer LTV. You will establish and maintain efficient processes and optimise client engagement in order to delight and exceed the expectations of our customers. You will be an advocate for our customers, ensuring that their feedback and changing needs are communicated effectively to the wider company.
What you will do
You will provide a high-quality customer experience by ensuring that customer enquiries are answered efficiently and professionally;
You will work with technical and product teams to communicate and resolve any technical and product issues experienced by users;
You will identify payment and content issues by analysing platform content, system logs and billing information;
You will engage with teachers and students to answer queries about using the platform – in particular, being able to deal with young users appropriately;
You will be responsible for providing platform training to parent and school customers; and
You will relay customer feedback to the relevant company departments and employees to ensure that any necessary product improvements and features are identified.
Who you are
Strong work ethic and highly ambitious;
A keen and intuitive contributor and communicator;
A desire to work in the education sector;
An interest in startups and technology;
Excellent written English;
Excellent organisational and time management skills;
An interest in being a part of a young, growing business; and
Able to work Saturdays or Sundays in some months throughout the year with days in lieu.
Benefits
25 days holiday plus bank holidays;
3 days winter leave;
Work anywhere in the UK or within GMT +/-2 hours time zone; we're a remote-first company, with the option to use our Holborn office;
Annual L&D budget;
Private medical with Vitality Health;
Access to wellbeing platform;
Enhanced family leave;
Monthly remote and in-person events in London;
High degree of autonomy and exposure to the running of all business areas of a successful startup;
Brilliant colleagues and the opportunity to become an integral member of a fast-growing tech company.
Diversity & Inclusion at Atom Learning
At Atom Learning, diversity, equity and inclusion are essential parts of our mission. We strive to build an inclusive culture that encourages and supports voices from a diverse range of backgrounds. We know it fuels our creativity and brings us closer towards democratising education for children of all backgrounds.
To achieve this, we commit to fostering an environment where everyone is valued and supported for who they are and in which individual differences and the contributions of all our staff are recognised and protected. We work to ensure that our recruitment, selection and assessment process is based entirely on skills and competencies and that we actively seek talent from all sections of society.
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