Junior Customer Success Manager Customer Success · London ·

Atom Learning US, Inc.; London; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the EdTech sector, Atom Learning is seeking a junior customer success manager. The role involves supporting customers, improving engagement, and enhancing their experience throughout their subscription journey. The ideal candidate must possess strong communication skills, a passion for education, and an ability to handle customer feedback effectively.

Benefits

25 days holiday plus bank holidays

Annual L&D budget

Private medical with Vitality Health

Work anywhere in the UK or within GMT +/-2 hours

Monthly remote and in-person events in London

Qualifications

• A keen and intuitive contributor and communicator.
• Excellent written English.
• Strong work ethic and highly ambitious.

Responsibilities

• Ensure that customer enquiries are answered efficiently and professionally.
• Work with technical and product teams to resolve issues.
• Engage with teachers and students to answer queries.

Skills

Organisational skills

Communication

Customer service

Problem-solving

Job description

We're Atom Learning and our mission is to democratise education. We create online products for schools and families to help children excel in Key Stage 2 core subjects and prepare for grammar and independent school entrance exams.

Our online learning platform combines adaptive technology and visually-engaging resources to create a highly personalised and fun learning experience. We're committed to creating exceptional teacher-made content to provide fantastic, affordable education to all children, regardless of background.

We're one of Europe's fastest-growing EdTech companies. Since 2018 we've grown from a start-up of four friends to over 100 people. Our brilliant colleagues include specialists across engineering, product, learning design and marketing.

We're remote-first! While our main office is in London, our team is composed of over 100 people working from countries across Europe.

Atom Learning has been featured in Otta's Annual Rocket List: the 100 fastest-growing companies to work for!

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 via 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.