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Client Support Associate

Edrolo

We’re an Australian, venture-backed ed-tech startup with global ambitions and an overarching mission to improve education. Our in-house content production, tech, sales, and support functions are unified in supporting secondary students and teachers across New South Wales, Queensland, and Victoria to achieve outstanding learning outcomes with our innovative education resources. In 2022, we’re looking forward to expanding our reach to other parts of Australia and are therefore looking for exceptional talent to support our growth!

About the role

Our Client Support team is responsible for ensuring exceptional support and service to our valued clients and users of Edrolo. It’s a critical role in our growing organisation to ensure that we’re solving problems for our customers and giving them experiences that delight and strengthen their experience of Edrolo. We’re growing quickly and as our volume of clients continues to grow, our Client Support Associates are vital in providing timely and accurate responses to meet the needs of our clients. We’re continuing to add new products, and you’ll always be learning in this role, as well as experiencing first-hand the impact that Edrolo is having on schools, teachers, and students.

Key responsibilities

  • Provide exceptional service and support to our clients and end users via email and phone
  • Handle escalated and complex requests from our customers
  • Be a subject matter expert on all of Edrolo’s products and features whilst also practicing your empathy to support our clients
  • Coordinate and manage projects that aim to improve the quality of support we provide all users – this could include projects like developing our public knowledge base, redesigning our processes for managing school relationships, or coordinating cross-team workflows for setting up schools with access
  • Develop and document new processes and workflows to be used across the team
  • Collaborate effectively with other teams in the organisation including our Tech, Content Production and Sales teams
  • Contribute to the development of Client Support plans, priorities, and goals

About you

Firstly, you care deeply about the mission to improve education.

You value working with people who care for each other, who are intellectually curious and display intellectual humility, who love new ideas and figuring out tough problems.

You believe in the importance of a great working environment and culture and seek to enhance these.

You value feedback and are looking for opportunities to learn and grow.

Does the following sound like you?

  • You’re a true believer in the mission. Improving education is important to you and you understand the power that improving education can have on people individually, their communities, and the wider world.
  • You’re customer focused and get high levels of satisfaction from responding to the needs of our growing customer base - you take pride in providing timely and accurate information and possess strong written and verbal communication skills.
  • You enjoy working in a high volume environment and love the sense of satisfaction that comes with responding to a high level of questions and queries from our customers
  • You thrive in environments where you get to solve real problems, and have a track record of doing so in your previous roles.
  • You’re energised by a dynamic working environment, and keen to make the move to a mission-driven company with plenty of opportunities for growth.
  • You’re a strong team player and love collaborating with others and helping them to succeed
  • You have strong prioritisation, and organisational skills, with a keen eye for detail, and embrace a flexible and agile plan to focus on the next most important thing.
  • You possess a growth mindset and orientation towards continuous improvement and learning.

We believe in casting a wide net to find the best possible team members. As a company we believe values and mindset alignment is more important than experience, and we're looking for people who have the potential to be great Edrollers first and foremost. If the role sounds exciting, get in touch – we would love to hear from you.

About the offer

We’re looking forward to a great new Edroller joining our team and want to empower them to achieve great things with us. In return we’re offering the opportunity to:

  • Be part of an organisation that genuinely believes in its mission to improve education
  • Access true career development and progression opportunities driven by fast business growth
  • Make a meaningful contribution to our client support team, clients and end users
  • Flexible working hours and casual dress
  • Work alongside talented, passionate and fun colleagues

How to apply

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