Customer Support Advisor

Hi we’re Genio (formerly Glean). We make study software that makes learning quicker and easier for everyone. We’re a SaaS scale up and one of the fastest growing tech companies in the North. There’s 100+ of us around the UK with our HQ in Leeds. Our software is award-winning and used by 100,000s of students at over 800 universities & colleges worldwide. We’re growing so we can achieve our mission to support 1 million students to become better learners by 2026.

The role of Customer Support Advisor: Though this is a 3 month fixed term contract initially, you will be supported to harness any opportunities for your growth and development whilst within this role. As a Customer Support Advisor at Genio, you’ll be the key to delivering exceptional, world-class service. Your role will involve responding to inbound queries quickly and accurately, ensuring every customer receives the support they need with a personal touch that sets us apart. Representing the Genio brand, you’ll provide timely, accurate, and friendly responses to our customers, whilst using your high quality troubleshooting skills to resolve technical issues.

Meet the Department: The Customer Support department at Genio is made up of a small but highly motivated and tight-knit collaborative team. Your role will report into David, our Customer Support Manager, but you will have full autonomy to use a combination of your first class problem solving skills and customer service to provide the best possible resolution in an efficient timeframe.

What you’ll be doing:

• Fast and high quality support: You’ll be on our front-line, handling up to 25 queries a day during our busiest periods, through email. You will provide written responses, aiming to resolve issues quickly and efficiently.
• Troubleshooting technical issues: You will use our internal systems and logs, as well as your knowledge of the product and system settings, to efficiently diagnose problems and provide solutions to customers. When an issue requires escalation, you will provide timely updates to the customer.
• Collaborating with internal stakeholders: You will escalate bugs or wider technical issues to the relevant software engineers; providing useful information and working together to find a swift resolution.
• Contributing to documentation: With direction, you take part in keeping both external and internal documentation & guidance up-to-date and accurate.

About you:

• Customer Communication: Ability to respond clearly and appropriately to a range of users through accessible written communication. This involves breaking down technical instructions for users with low/no computer literacy.
• Customer Advocacy: Display a genuine desire to support users and understand their needs. Log feedback and issues using the appropriate channels.
• IT Troubleshooting: Confidence in working with various system settings and operating systems. Able to identify the root of an issue quickly and use creativity to come up with solutions.
• High Standards: Able to efficiently prioritise workload to meet or exceed Service Level Targets. Always providing clear and accurate information.
• Data Protection Awareness: understands the importance of data protection and is able to follow guidance to comply with GDPR regulations.

Bonus skills & experience: You have experience with an EdTech brand or understand the complexities of the Education market. You have experience working in a startup or scaleup environment. If you don’t have some, or all, of the bonus skills & experiences listed please still get in touch as we’d love to hear from you.

Salary and benefits: Salary is up to £26,000 (pro-rated) depending upon experience. 33 days annual leave (Inclusive of bank holidays). 3 gifted days off at Christmas. EMI Share Options Scheme. Generous individual learning and training allowance. Truly flexible hours to suit when you work best. Full home working set up and beautiful collaborative office space. Nomad working policy with family travel insurance. Enhanced 26 weeks maternity and 4 weeks paternity (fully paid). Health cash plan (from glasses to massages). 6% employer pension contribution.

Location: We have a beautiful office space in Leeds and we love it when we get together to collaborate in person. We typically operate a hybrid way of working, however some of our roles support remote working within the UK, if you live more than 50 miles from the office. We will discuss ways of working with you at interview however if you have any questions before you apply please reach out to recruitment@genio.co.

What to expect next: We’ll review your application and provide a response within 1 week. Even if it’s not the news you’d hoped for, we appreciate it’s good to know either way. If we invite you to meet with us for interview, here’s an overview of what the process will look like: Application form with some problem-solving questions. Screening interview with someone in our Recruitment team (30 minutes). Final stage interview which includes a series of competency-based and role specific questions. Ahead of your interview you will receive a confirmation email outlining who you’ll be meeting and when, anything you’ll need to prepare in advance and any resources we think you might find helpful.

Interested in learning more about a career at Genio? Here are a few further resources: About Genio, Working at Genio Blog, The Genio Study Tools. Not quite the right role for you however you’d love to be a part of Genio’s journey? Let’s connect! Reach out to recruitment@genio.co and we’ll add you to our network, to keep you updated with any future opportunities we think you might be interested in.

Applicant Privacy Notice: We think it’s important that you understand how we use and handle your personal information, so here’s a link to our privacy notice. By submitting your application, you’re confirming that you’ve read and understood this notice.

About Us: At Genio we envision a world where every person has the tools and confidence to expand what’s possible through learning. We believe this happens when you equip, empower, and encourage learners with courses to develop study skills, and tools that put knowledge into action, unlocking better learning. We think carefully about how people learn, and we’re equally thoughtful about how we work. We seek meaningful impact at scale by helping individuals unlock more of their potential and by learning continuously ourselves. If you’re driven by empowering individuals to reach their full potential through learning, you could be exactly who we’re looking for.