We are exceptionally excited to be offering a position within our School Support Team!

We are looking for an experienced A+ player in the customer and client support space. As our team and client base has grown, we’re on the lookout for someone with the hunger to improve processes and smash tickets. Successful team members have a few years experience, are very tech-savvy, and have a proven ability to communicate clearly and effectively in person, over the phone, and via email. This role presents great opportunities to work across several teams within Edrolo, contributing to and learning about all aspects of our business.

About Edrolo

At Edrolo we're transforming the way students learn and teachers teach. Our mission is simple: to improve education. But improving education is hard, so we must continue to build-out a world-class team to pursue the huge opportunities in front of us.

We're an Australian, venture-backed edtech startup with global ambitions. We are currently gaining a lot of traction, with over 800 Australian schools as paying customers. Based in Fitzroy VIC with a second growing team in Alexandria NSW, we create cutting-edge online education resources for high school students and teachers in both the VCE and HSC curricula.

We're also Startmate alumni and have some of Australia's and Singapore's brightest investors backing us (Blackbird Ventures, AirTree Ventures, Jungle Ventures).

The School Support Team is made up of a team of passionate high-achievers who are committed to our mission and doing their absolute best by our customers, each other, and internal clients. We’re a fun bunch with a variety of backgrounds, and are looking for someone to jump in and help contribute to our unique culture.

About the role

Based in our Fitzroy office*, this role will throw you into a fast-paced business environment where we prize both quality and efficacy. As an Edrolo School Support Team Client Support Specialist you will be expected to handle a range of tasks primarily focused around solving tickets for both internal and external clients and building/improving our ticket and support processes and systems.

This will require a variety of functions, including excellent communication skills, quick problem solving, above average computer skills, and the ability to explain complex situations and issues clearly and succinctly. We're looking for someone who is interested in what’s happening in the larger client/customer support scene, who is up to date on the literature, who understands how to engineer positive experiences, who knows how to write short and clear, who is able to make ‘no’ positive, who knows how and when to apologise, and most importantly, is passionate to take their career to the next level in an environment that is committed to growth.

The role involves heavy direct communication with both internal and external clients, Excel data manipulation, and process and system improvement. Strong customer service skills and the willingness to do what it takes to get the job done are the key factors we look for.

The role has outstanding development potential and is perfectly suited for someone growth-oriented. Whilst we’ve had a number of people transition from senior roles in our School Support Team to other roles in the organisation, this particular role is best suited to someone who is passionate about Client Support and is eager to go deeper in this space and carve out a long-term career in Client Support. The growth prospects within this are fantastic, and this is a wonderful opportunity for someone to get in on the ground floor of a rapidly expanding market and office environment, to learn our business and the sector inside out.

Key role responsibilities

  • Building and maintaining successful client relationships with secondary schools
  • Managing user account queries by email and phone
  • Handling escalation from other team members and resolving complex challenges to do the best by our clients and Edrolo
  • Assisting students, teachers, parents, and those in leadership positions at schools to use Edrolo at full capacity
  • Manipulating and mining data sets in Microsoft Excel
  • Helping scale up our processes and implement new systems as the business grows; help our team scale
  • Actively contributing to a positive team culture
  • Other tasks as required

Key role requirements

To be successful in this role you will need:

  • Minimum two years proven customer service experience in a high performing Client Support Team; this could be SaaS, edtech, a contact centre, or a number of other related fields (we strongly believe in transferable skills, make the case to us why yours are transferable to this role and point to examples that demonstrate why you will be successful)
  • An excellent customer service manner
  • Know what we mean when talking about CSAT, customer effort, handle times, engineering experiences, tickets, etc
  • Be experienced and passionate about help-desk platforms and technology solutions
  • To be very comfortable with computers and technology
  • An eye for detail
  • A passion for our vision to improve education
  • The ability to work under pressure and to adhere to deadlines
  • Be a quick learner
  • Ability to understand and work through complex processes
  • The ability to think creatively and assist us to scale up our processes as the business grows
  • Resilience, a growth mindset, an openness to feedback and growth, and willingness to try new things

The offer

  • Great career progression opportunities for high achievers
  • Ability to shape the future of support at Edrolo
  • Neat office with roughly 120 other great people, in a convenient Fitzroy location
  • No complex hierarchy or politics
  • Regular social events such as dinners and drinks
  • Wear what you want policy

*Whilst this role is based in our Fitzroy office, owing to the current global situation with Coronavirus, the hiring process for this role and commencement is likely to be conducted remotely (i.e. from home). We’ll support you with this. Candidates must be prepared that the role will be permanently based in our Fitzroy office at the appropriate time.