EduMe is hiring a

Customer Support Associate

London, United Kingdom

We’re looking for a Customer Support Associate to join the Customer Success team within our Client Services organisation. As part of the Customer Success team you’ll be focused on ensuring our clients and end-users receive an exceptional experience with EduMe. 

This is a brilliant opportunity to join a rapidly scaling start-up at a key stage in its expansion. You’ll be able to establish yourself as a critical part of our growth, to input ideas, have the freedom to act on your instincts, and to leave your mark on EduMe. 

Who we are

EduMe is a Workforce Success platform used by modern companies across 6 continents to train, engage and inform their workforce. By having effective learning and relevant information in the palm of their hands, the workforce at companies like Uber, Deliveroo, Deloitte and Vodafone are empowered with the knowledge they need to be successful in their job. This is the goal of Workforce Success. We’re a hyper-growth company that’s changing the way people access and absorb information. 

We’ve just raised our Series A funding from Valo Ventures, following a seed round from Connect Ventures. Since launching in 2016, we’ve won numerous awards for innovation and excellence, and were listed by Seedtable as one of the top 100 London start-ups to watch in 2019. 

What you’ll do

  • Provide quick and effective support to our customers. You’ll be the first point of contact for Support for clients and end-users via email and webchat.
  • Carry out Support tasks for clients. This will include; pulling clients reports, managing support tickets, troubleshooting, assisting with CRM maintenance, and supporting client admin 
  • Suggest improvements to the Support process to continuously deliver a top-class customer experience.
  • Create & send invoices to our clients and follow up on late payments. 
  • Take ownership of our Help Center through creation of new articles and maintenance to existing content. You will coordinate with Product, Marketing, and within Client Services, on creating articles and guides for the Help Center.
  • Provide assistance and administrative support to the Client Services team on an ad hoc basis. 

What we’re looking for

  • Experience completing time-sensitive administration tasks in a fast-moving environment
  • Flawless written English language skills 
  • Experience resolving customer support needs, via webchat, email, calls, etc
  • Loads of entrepreneurial drive, creativity, and a sense of humour
  • A strong desire to learn how to help companies achieve business results
  • Thrive on resolving tasks with a positive attitude
  • Very strong organisational skills
  • A team player and customer champion!

We’d be particularly excited if you have 

  • Additional languages, in particular Spanish 
  • Worked in a start-up environment
  • Worked in B2B with Enterprise clients

What we're offering at EduMe

  • 25 days of annual leave with an option to carry 5 days over to the following year
  • Inclusion in the company share option plan: we are all a part of EduMe’s success
  • A generous Working from Home budget, designed to set you up for success as we move to a more flexible and remote working policy (please see our response to COVID-19 below)
  • An annual Personal Health budget to spend on what’s most important: your mental and physical health
  • An annual Personal Learning and Education budget so you can continuously learn and grow in the areas you’re interested in
  • A brilliant work space in Chiswick’s Barley Mow Centre 
  • Fresh fruit, snacks, and drinks for when you’re working in the office

We are committed to building a company with a phenomenal, inclusive culture, and this remains a priority for us as we move to a more remote workforce. 

Working at EduMe during COVID-19

As a company, we have been fully remote since March 2020. While we intend to go back into our lovely office in Chiswick’s Barley Mow Centre, we are moving towards a flexible and remote working policy. We offer all employees and new starters a generous Working from Home budget so they’re able to set up the best and most comfortable working environment possible. Additionally, our office is deep cleaned regularly and has Covid-safe protocols to ensure a completely safe working environment should you choose to be on-site.

Diversity, Equity and Inclusion at EduMe

EduMe is an equal opportunity employer. We are proud to have built a diverse team and as a company are committed to the unlearning of unconscious bias, diversity and inclusion long-term, which will remain a key focus of ours as we scale. We welcome all applicants, regardless of religion, ethnicity, nationality, disability status, sex, sexual orientation, gender identity, family or parental status (and any other status protected by applicable law).  

More information can be found about life at EduMe on our careers page: https://edume.com/join-us