Global EdTech Customer Support Consultant

CambriLearn Online School; South Africa; On-site; ZAR 250,000 - 350,000; Full time

Job summary

Top Dog Education is seeking a customer service specialist to join our CambriLearn online education team. You will handle first-line support across Intercom, email, phone, and WhatsApp for guardians and learners.

The role requires strong communication, patience, and problem-solving, with at least 2 years of client service experience and experience with Salesforce Service Cloud or Intercom. Join us as we expand globally and help deliver high-touch, personalised support.

Qualifications

• A minimum of 2 years’ experience in a client service role.
• Demonstrated history of dedication, commitment and hard work.
• Prior experience with case management software.
• Salesforce Service Cloud and/or Intercom.
• International client support in a software environment.

Responsibilities

• Own the successful outcome of first-line support queries from internal and external customers using Intercom.
• Messenger and email (Intercom).
• Telephone (Zoom phone).
• WhatsApp (Intercom).
• Platform technical support queries from guardians and learners.
• Curriculum and teacher queries from guardians, learners and affiliates.
• Liaise with internal IT support, the pedagogy team and marketing 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.
• Identify areas for process and product improvement, including within the CambriLearn platform.
• Respond to emails, chats and WhatsApp messages from students & parents.
• CSAT monitoring and reach out where necessary, maintaining customer relationships.
• Assist on content and system errors, flag and update accordingly.
• Tutoring - assist with referral process.
• Pre-Sales - includes obtaining contacts, creating leads and booking consultations.

Skills

Customer service

Communication

Problem solving

Tools

Intercom

Salesforce Service Cloud

Job description

Top Dog Education is seeking a customer service specialist to join our CambriLearn online education team. You will handle first-line support across Intercom, email, phone, and WhatsApp for guardians and learners.

The role requires strong communication, patience, and problem-solving, with at least 2 years of client service experience and experience with Salesforce Service Cloud or Intercom. Join us as we expand globally and help deliver high-touch, personalised support.