Client Support Consultant at CambriLearn

About the job

Client Support Consultant

About Us

Top Dog Education, founded in 2010, has developed a number of online education solutions and have successfully brought these to market. We’re currently focused on our CambriLearn product, with the goal of becoming the global leader in online education. The company is in a high growth stage and is expanding into other curriculums and territories outside of South Africa.

Mission

Join our fast-growing team and help us build a world-class Client Service function that sets us apart from our competitors and provides guardians, learners and our affiliates with high-touch, personalised support. Your mission is to provide prompt, quality support that surprises and delights, and to actively participate in the process of improving the quality and efficiency of our support processes. You will have the opportunity to join a team who is passionate about what they do, and to grow your career with us as we expand globally.

Outcomes

• Own the successful outcome of first-line support queries from guardians, learners and affiliates, using Salesforce Service Cloud, Intercom and telephone:

  • Billing queries from guardians and affiliates, including the processing of upgrades, downgrades and cancellations;

  • Platform technical support queries from guardians and learners; and

  • Curriculum and teacher queries from guardians, learners and affiliates.

• Effectively liaise with internal IT support and the pedagogy team on second-line technical support and schooling queries, ensuring a seamless hand-off.

• Contribute to succinct, high-quality bulk communications to users of the CambriLearn platform, improving their understanding of issues affecting their use of the platform.

• Generate accurate and high quality individual communications to new guardians, students and affiliates, ensuring they are professionally welcomed to the CambriLearn family.

• Actively contribute to identifying areas for process and product improvement, including areas for improvement within the CambriLearn platform which can enhance the user experience and reduce the volume of support queries.

• Enable the success of our sales team by providing ad hoc account support, such as generating client quotes and investigating and resolving complex account queries.

Competencies

• Enjoys working with people; patient and empathetic

• Excellent verbal and written communication skills

• Agile and adaptive to a changing environment and enjoys new challenges

• Good problem solver, able to work through complex problems

• Enjoys working with software and a quick tech learner

• Great at working independently and being self-motivated

• Logical, analytical and methodical

• Comfortable with receiving critical feedback and has a desire for ongoing improvement

• Enjoys learning new skills

• Resilient and able to handle high pressure situations

• Excellent at time management and proactively reaching out for help and coaching

Background

• A minimum of 2 years’ experience in a client service role

• Demonstrated history of hard work

• Prior experience with case management software

• Bonus experience:

  • Salesforce Service Cloud and/or Intercom

  • International client support in a software environment

  • Startups

  • Software-as-a-Service (SaaS)