At a Glance
- Tasks: Lead and transform customer support into a world-class, tech-enabled operation.
- Company: Join Zen Educate, a rapidly growing company focused on education.
- Benefits: Competitive salary, inclusive culture, and opportunities for career development.
- Other info: Diverse and inclusive workplace with a focus on personal and professional growth.
- Why this job: Make a real impact by shaping customer experience and driving growth.
- Qualifications: Strong analytical skills and a passion for innovative customer support solutions.
The predicted salary is between 48000 - 72000 £ per year.
Overview
Location: London, On-Site (Office Based), Full Time
Hi, I’m Daryl, VP of Supply and Operations at Zen Educate. I have been part of Zen’s phenomenal growth since we launched in 2017, and I am looking for a Head of Customer Operations to help build and scale our customer support function.
The Mission
Zen Educate is rapidly scaling - our UK business aims to grow 3x YoY, we have completed three acquisitions, and we are raising our Series C in the next 18 months. However, our Customer Operations function is still in its infancy and not set up for the next level of scale. The “customer” for the purposes of this role is our educator - teachers and teaching assistants. We are looking for a strategic architect to own our customer support and take it from a reactive model to a world class, tech enabled operations engine.
This means:
- Moving from fragmented, manual workflows to an automated operating system;
- Shifting from firefighting on tickets, towards proactively improving customer experience;
- Transforming support from being a cost centre to being the strategic customer voice.
What You Will Own
- End to end functional ownership: You will define the KPIs that matter, and own the unit economics of turning customer support into customer loyalty.
- Cross-functional strategy: You will be the primary feedback loop for our Product and Tech teams. Your insights will directly influence strategic product builds.
- Operational excellence: You will design the technical infrastructure (phone systems, AI and automation tools) that allows Zen to scale 10x without 10x-ing the headcount.
- Developing high performing teams: You will coach and mentor a team of 6 individual contributors (half in London, half in Cape Town).
Who You Are
We are hiring for the leader you will become, not just the role we need today. You are:
- A first-principles thinker: You don’t just copy and paste industry standard customer support playbooks - you ask why the process exists and figure out how to automate it.
- Analytically rigorous: You thrive in the data. You can build the models to prove why we should or shouldn’t invest in a strategy.
- Bias for action: You are comfortable with balancing the need to make decisions on good data, while knowing to grow fast we need to execute and iterate quickly.
If this sounds like you, I’d love to hear from you! We welcome applicants with diverse backgrounds, and different experiences and perspectives - just like the staff who teach through Zen and the children at the schools we work with. We believe in hiring the best people from the widest pool and creating an inclusive atmosphere with a culture where people’s voices are heard and all our team can look forward to coming to work. We value and respect all differences in all people (seen and unseen). We believe in an environment with equal access to career development opportunities and actively encourage applications from BAME candidates. If you require any reasonable adjustments during your interview process with us, please do let us know. Due to the high volume of applications, we regret that we are unable to provide individual feedback on initial submissions.
Head of Customer Operations employer: Zen Educate
Zen Educate is an exceptional employer, offering a dynamic work culture that prioritises collaboration and innovation in the education sector. Located in Birmingham, employees benefit from a competitive salary, comprehensive health insurance, and ample opportunities for professional development, making it an ideal place for those looking to make a meaningful impact in education while advancing their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zen Educate. 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 Zen Educate 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 Head of Customer Operations
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 Zen Educate:Your cover letter is your chance to shine! Tell us why you want to work at Zen Educate 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 Zen Educate!
How to prepare for a job interview at Zen Educate
✨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.
