Customer Service Executive

About the role: The Customer Experience team plays an irreplaceable role in our success as a company, representing our customer internally to ensure that we deliver a world-class level of service at scale. As a small team that will be growing at a quick pace, we’re at a very exciting stage of this journey and are looking for a Customer Service Executive to join our core team of four and our wider team of 40 tutors. This role offers the rare opportunity to learn about every single part of the department, providing a solid stepping stone to progress into a customer-facing, operations, content, sales or marketing career very quickly. If you’re up for the challenge, come and join us on this adventure!

About us: At Up Learn, we’ve built one of the world’s most effective learning experiences by combining cognitive science, instructional theory, and artificial intelligence. Our mission is to give every learner the most effective path to success, and vision a world where every learner achieves more, faster, through adaptive, mastery-based learning. We’re the market-leading platform for A Levels, with seven courses on offer and 1 in 3 A Level students using Up Learn. Over the next year, we’re launching GCSE Science and accelerating growth, expanding our impact to millions more students. Our results speak for themselves: 97% of students who complete our courses achieve an A*/A, even those who started with lower grades. And a large-scale evaluation of Up Learn in schools found usage is associated with 9 months additional progress, with grade improvements across whole year groups. And for every paying student, we provide a full scholarship to a student in need - ensuring high-quality education is accessible to all.

About you: You are an exceptionally capable, highly driven and naturally empathetic individual who cares about our mission of pushing the frontiers of effective education, and having a tangible impact on thousands of young people. You have a passion for education and a hunger to learn how you can deliver the best possible customer experience supporting our students, parents and teachers as they navigate through our platform and complete our courses. At Up Learn, we welcome everyone and are committed to building inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work. We put a lot of effort into building this great working environment and are looking for individuals to add value to our super smart, fiercely passionate and incredibly skilled team and company.

Key responsibilities:

• Deliver exceptional customer experiences by supporting students, parents and teachers, ensuring every interaction leaves customers with a ‘wow’ feeling.
• Become highly skilled in our customer touch points, tools and platforms, using them to deliver fast, accurate and high-quality support.
• Manage escalations and feedback with empathy, strong listening skills and confident communication, ensuring every enquiry is fully resolved.
• Work alongside AI-powered support tools by reviewing conversations, identifying opportunities for improvement and helping to evolve our chat experience.
• Use customer interaction and performance data to identify trends, solve problems and improve processes that increase efficiency and customer impact.
• Support with School’s onboarding, account setup and both technical and data-based troubleshooting.
• Build strong relationships with teachers, guiding them on setting assignments, understanding student progress and helping them maximise the value of Up Learn in the classroom.
• Take ownership of day-to-day customer service operations, ensuring tasks are completed efficiently while supporting tutors and the wider Customer Experience team.
• Collaborate with the CX Manager, Senior CX Executive and CX Ops Specialist on projects that prepare Up Learn to scale during our next stage of growth.

As a member of the CX Team you will utilise a number of tools, not limited to, Intercom, Slack, Google Suite, Wonde, Hubspot and Zapier. If you don’t meet every requirement but believe you would thrive in this role and are eager to learn, we strongly encourage you to apply.

Excellent written and verbal communication skills, with a consistently clear, friendly and professional tone. Strong empathy and the ability to build trust with customers, colleagues and educators. Confidence using AI tools and data insights to improve customer experiences and operational processes. Ability to communicate clearly with teachers and school stakeholders, supporting them in using Up Learn effectively. Comfortable working in a feedback-driven environment, with a strong desire to learn and improve. Proactive and solution-focused, with the confidence to take initiative and contribute ideas. Strong organisational and time management skills, with excellent attention to detail.

Preferred but not essential: experience in customer-facing, education, marketing, data or operations roles.

We provide a great set of benefits that all focus on helping Up Learn team members lead healthy and fulfilling lives. Working at Up Learn gives you:

• Awesome colleagues! We’ve put together a cracking team, and now you’re part of it you’ll shape the future of it.
• Meaningful, fulfilling and engaging work that has an immediate positive impact on tens of thousands of students and the potential to impact millions of students.
• The opportunity to build the future of education and accelerate humanity’s ability to learn.
• Tons of opportunities to learn and develop a wide range of skills.
• Up Learn supports a hybrid working environment with a minimum of two days in the office per week (one team day and one company day) and the rest is up to you!

Key benefits:

• A competitive salary.
• Meaningful stake in the company’s growth and success (equity share options).
• ~35 days of paid holiday per year made up of: 26 days of bookable holiday, plus bank holidays, plus unlimited ‘extra days’ (i.e. if you need a few more days, no problem).
• Significantly enhanced parental leave.
• Level 6 (highest level) dental insurance.
• Paid-for coffee breaks (a great chance to get to know the team).
• Monthly & quarterly paid-for socials and quality time with your work colleagues as well as an in-office shower room to make sporting activities easier to join.
• A spacious and bright private office in Old Street, with delicious coffee, a selection of teas and unlimited snacks and drinks.
• Cycle-to-Work: we are registered so you can buy a bike and accessories tax-free.
• Unlimited budget for any work-related books you need.
• Family access to Up Learn: your family and close relatives get unlimited access to any Up Learn course for free!

Our core values:

• CARE: Put people and mission first. Celebrate success together.
• OWN: Take responsibility. Step up. Transparently own outcomes.
• LEARN: Live for learning. Seek feedback. Turn challenges into opportunities.
• ACT: Prioritise progress. Challenge what’s possible. Move the needle.