LMS Support Specialist / Customer Success

LMS Support Specialist / Customer Success Specialist | Fully Remote | Up to £35K DOE + benefits

An established e-learning business are looking for a LMS Support Specialist / Customer Success Specialist to join their team. Specialising in customised learning platforms for household-names, they\’re a tech-driven, innovation-focused company that helps businesses bring their training visions to life. They\’ve seen continued growth this year but remain focused on ensuring work-life balance is at the heart of their culture. They hire great people and trust them to do great work without micromanagement or unnecessary bureaucracy.

What\’s in it for you?

• Up to £35K DOE
• Fully Remote working (UK-based)
• Flexible working hours that suit your life
• Compressed hours for early finish Fridays
• Paid time off between Christmas & New Year
• Employer-matched pension scheme (4%)
• Professional development and training opportunities
• Employee-focused, friendly team
• Social opportunities (quarterly team get-togethers, optional, no pressure!)

The Role:

They\’re looking for a LMS Support Specialist / Customer Success Specialist to work alongside the sales team, taking ownership of existing client relationships and ensuring customers get maximum value from their customised Learning Management System. This is a supportive, relationship-focused role where you\’ll be the main point of contact helping clients make the most of their platform.

You\’ll be responsible for:

• Building and maintaining strong client relationships, acting as the main point of contact for existing customers
• Supporting the sales team with account management and ensuring smooth client experiences
• Delivering regular check-ins to ensure customers are getting the most from their platform
• Proactively monitoring platform usage and helping clients optimise how they use their LMS
• Providing guidance, training, and resources to help customers fully leverage their platform\’s capabilities
• Managing customer support queries via the shared inbox, ensuring prompt and accurate responses
• Tracking customer satisfaction and identifying any concerns early to maintain strong relationships
• Collaborating with internal teams (Project Management, Product, Development, Marketing) to address customer needs
• Creating and maintaining support documentation, FAQs, and help guides
• Contributing to customer success stories and case studies in partnership with Marketing

What they\’re looking for?

Essential:

• Background in education, LMS, or e-learning
• Experience in customer support, account management, or client-facing roles (B2B experience preferred)
• Strong relationship-building skills with the ability to engage stakeholders at multiple levels
• Excellent written and verbal communication with a helpful, customer-centric approach
• Strong problem-solving skills and ability to troubleshoot issues clearly
• Excellent organisational and time management skills with a proactive mindset
• Ability to manage multiple priorities efficiently and work collaboratively across teams
• Comfortable learning new systems and technology

Nice to Have:

• Experience with Totara TXP or Moodle
• Familiarity with support ticketing systems (e.g. HubSpot, Zendesk)
• Experience delivering customer training sessions or workshops

Who This Role Suits:

This role is perfect for someone who genuinely enjoys helping customers and thrives on building meaningful relationships. You\’ll be organised, proactive, and comfortable juggling multiple customer needs while maintaining a solutions-focused approach. If you love working remotely with a supportive team and want a role where work-life balance isn\’t just a buzzword, this could be your next career move.

APPLY now or email your CV to alicia@forwardrole.com with any questions.

*Please note you must be based in the UK and the role is not suitable for those needing sponsorship or on student/short term visas*