Customer Success Expert
About Tutorful
Tutorful is a seven-year-old and thriving tech start-up based in the heart of Sheffield. We make tutoring affordable and accessible to all. We have over 10,000 tutors across the UK delivering over 12,000 lessons per week. Our revolutionary approach to tutoring and our fantastic growth have helped us become recognised as one of the top 100 startups in the UK. We're in a strong position and we've exciting plans for growth and expansion throughout 2022 and beyond.
The Role:
Is to provide front line customer support to Tutors and Students through a number of different channels, such as calls, emails and live chat, by giving appropriate advice and recommendations. We aim to deliver excellent support and service, to make every interaction with us positive and memorable.
Duties of the role:
- Respond to Tutor and Student queries through calls, emails and live chat through support desk, in a timely and accurate manner
- Responsible for billing and payment queries and actions
- Ownership over the frequently asked questions pages on the Tutorful website
- Give insight into Tutor teaching, Student learning and resource trends
- Responding to Trustpilot/Google reviews
- Interview via telephone and video conferencing prospective Tutors
- Administer and update Tutor and Student accounts
- Review Tutor applications
- Provide updates to the CS Leads on trends and queries coming into the business to help improve customer experience
- Write and own Customer process in agreement with the CS Leads to help deliver consistency and customer delight
- Work in partnership on projects with other teams in the business to provide insight from the Tutor and Student expert perspective to champion customers
- Highlight any technical issues or faults to the CS Leads to help ensure the product is running to the high standards expected
- Be open to work on new projects and business initiatives in line with business needs
- Promote and educate Tutors and Students on new features and releases eg. online learning, app etc.
- Hosting Tutor training seminars via video chat
- Manage time and prioritise tasks effectively
- Be responsive to feedback
- Support the success of your squad, and other Customer Success squads on a day-to-day basis as required
Role Skills:
- Exceptional levels of customer service
- Strong understanding of verbal and use of written English
- Experience of dealing with customers either face to face or over the phone
- Understanding of the importance of customer service
Additional desirable skills:
- Experience of working in a technical startup
- Previous experience of working in the Education Sector
At Tutorful you can expect a great working environment and to continually improve your skills as the business continues to grow!
Some benefits include:
- Starting salary £19,000pa
- Shift pattern: alternating weeks, earlier start times between 9am-4:30/5:30pm and later start times between 10:30/11:30-7pm
- 25 days holiday, with an extra day for each year you are with us (up to 28)
- An additional 5 days unpaid is available, just in case you want it!
- Hybrid working model
- Enhanced Maternity, Paternity and Adoption
- X2 Wellbeing days a calendar year
- A great office environment, including free fruit, fab coffee, beer on Thursday afternoons, and monthly company-organised socials
- Company ‘skill sharing’ initiatives, along with external training opportunities.
- An awesome team to work amongst, who are genuinely improving education for thousands of people across the UK
- You get £250 in lesson credit every year to spend on the Tutorful platform
- Everyone gets an annual training budget and there are opportunities to attend conferences and in-house training sessions
Tutorful embrace diversity and are an equal opportunity employer.
- Department
- Customer Success Team
- Locations
- Sheffield
- Remote status
- Hybrid Remote
Sheffield
About Tutorful
Tutorful began in 2015, and we’ve taken the tutoring world by storm. Today, Tutorful has over 11,000 tutors on our books and have taught over 2 million lessons to over 140,000 students. We have backing from a leading VC and several prominent tech executives. We’re a close-knit and highly-skilled team who love working together to create something that genuinely helps thousands of people.
Everything we do at Tutorful is promoted by 5 company values, encompassing our culture and how we work as a team
- We put our customers first
- We favour small, autonomous teams with clear objectives
- We strive for impact
- We're open and transparent
- We work with awesome colleagues
Our revolutionary approach to tutoring and our fantastic growth have helped us become recognised as one of the top 100 startups in the UK. We have remained in a strong position and continued to grow in, and we have exciting plans for growth and expansion. We are proud to be an equal opportunities employer.
We know that our wonderful team is the key to Tutorful’s success, and our first priority through will always be the safety and wellbeing of our team and their loved ones. We’d like to share with you some of the things we’ve done to give back and take care of our team:
- We’ve provided our team with amazing equipment so that working from home is comfortable for everyone
- We've invested in a great new office space to help our team work comfortably wherever they are, and build great relationships with each other.
- We reduced our weekly working hours to make sure that we are promoting a healthy work/life balance.
- We’ve set up an Employee Assistance Programme that means our team can access a confidential 24/7 helpline for any support they might need.
- We’ve created wellbeing guides for our team to support them through remote working, and to give them the tools to support each other, along with offering 2 wellbeing days per year to our team.
These are just a few things we’ve done to prioritise Tutorfullers, who’ve made us what we are today. We couldn’t be more proud of the team we have, or the inclusive environment that each and every one of them has contributed to fostering over the years.
Customer Success Expert
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