At a Glance
- Tasks: Support school admins by troubleshooting issues and providing clear guidance on our platform.
- Company: Join Ubiq Education, a fast-growing edtech company transforming K–12 education.
- Benefits: Enjoy a competitive salary, fully remote work, and opportunities for professional growth.
- Other info: Be part of a diverse team that values inclusion and offers excellent career advancement.
- Why this job: Make a real difference by helping schools succeed with our innovative software solutions.
- Qualifications: Strong communication skills and experience in customer support, ideally in a software environment.
The predicted salary is between 30000 - 40000 £ per year.
This role is a fully remote role that supports both the UK, US and other countries, ideally looking for someone to work from 10am -6.30pm
About Ubiq Education
Ubiq Education builds tailor-made, data-driven websites and a modular software platform for forward-thinking independent, private, and international K–12 schools around the world.
Independent schools are the fastest-growing K–12 segment in the U.
S., and we're growing right alongside them — moving out of startup mode into a rapid growth phase where polish, reliability, and thoughtful user experience matter as much as speed.
Our platform spans content management (CMS), digital asset management (DAM), contacts and integrations (CDP), online payments (PAY), a marketing and communications platform covering bulk email, SMS, automated workflows, and chatbot (MCP), persona-based website analytics (DXP), Student Information System integrations, online forms, and an emerging AI assistant built into the CMS.
About the Role
We're hiring a Customer Support Specialist to be a frontline resource for the school admins — directors of marketing, admissions, and communications — who rely on our platform every day to run their enrollment and communications funnels.
You'll be the first person a client reaches when something isn't working the way they expect, and you'll need the judgment to quickly tell whether that's a genuine software issue or an opportunity to teach.
This role is a great fit for someone who's patient, curious, and gets real satisfaction from turning a frustrated client into a confident one.
What You'll Do
- Serve as the primary point of contact for school admin support requests, responding promptly and professionally across email, chat, and our ticketing system.
- Troubleshoot reported issues to determine root cause — distinguishing a genuine software or build defect from a training gap, configuration issue, or user error.
- Clearly and patiently explain how to use platform features, tailoring your explanation to a non-technical school admin audience.
- Recommend practical solutions to common client questions, drawing on platform knowledge and an understanding of how schools actually use the product.
- Document confirmed defects with clear reproduction steps and escalate them to Product and Engineering.
- Own tickets through to resolution, managing multiple open cases at once and meeting response and resolution SLAs.
- Contribute to and help maintain our help center and internal knowledge base.
- Spot patterns in recurring questions or issues and flag them to Product and Customer Success as opportunities to improve the product or documentation.
What You Bring
- Excellent written and verbal communication skills — you can explain a technical concept clearly to someone who isn't technical, without being condescending.
- Strong troubleshooting instincts, with the ability to diagnose whether an issue is a software defect or a training/usage issue before escalating.
- Experience in a client- or customer-support role at a software company.
- A calm, organized approach to managing multiple tickets and priorities in a fast-moving environment.
- A genuine customer-first mindset — you're motivated by helping people succeed, not just closing tickets.
- Nice to Have
- Experience in edtech and/or working directly with independent K–12 schools.
- Familiarity with CMS platforms, email/SMS marketing tools, and/or SIS tools and integrations.
- Experience with helpdesk or ticketing software (e. g., Zendesk, Intercom, Freshdesk).
- Familiarity with HTML/CSS/JS and how they are used by the web.
- Experience with troubleshooting and diagnosing problems in the browser through Dev Tools.
At UBIQ we are an equal opportunities employer, we value diversity and inclusion in our workforce, and encourage all qualified individuals to apply regardless of their background.
Customer Support Specialist in Cheltenham employer: UBIQ
Ubiq Education is an exceptional employer that fosters a supportive and inclusive work culture, allowing Customer Support Specialists to thrive in a fully remote environment. With a focus on employee growth, we offer opportunities for professional development while working with innovative technology that empowers independent schools globally. Join us to be part of a dynamic team where your contributions directly impact the success of our clients and the education sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UBIQ. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like UBIQ before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist in Cheltenham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to UBIQ:Your cover letter is your chance to shine! Tell us why you want to work at UBIQ specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at UBIQ!
How to prepare for a job interview at UBIQ
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
