Customer Success Representative

Company Description:

Lessonspace is an EdTech company based in South Africa, with clients and employees across the globe. We’re sometimes described as "Zoom for Teaching”, and our software is used by large online education companies and freelance tutors and teachers around the world.

We prefer to avoid the “Zoom for Teaching” comparison but if you had to provide a narrow description of our core product, it’d be a Virtual Classroom Software as a Service (see more of our market and competitors here)

Our team, though small in size (10-15), is diverse and passionate about revolutionising the education industry. With our global remote work policy, we promote flexibility and prioritise a healthy work-life balance for our employees.

Job Description:

We are looking for an energetic and empathic Customer Success Representative to join our team. In this role, you will support tutoring and teaching organizations globally as they transition online and use the Lessonspace platform to enhance their learning environments.

You will be responsible for identifying and responding to the needs of our clients, solving problems, and providing feedback to our product and growth teams. This position is essential in helping customers thrive using Lessonspace.

Requirements

The ideal applicant:

1. Has experience in B2B SaaS or EdTech support roles.
2. Demonstrates excellent written and verbal communication skills, especially in customer support contexts.
3. Is technically savvy, able to troubleshoot issues across a range of features.
4. Is familiar with live video apps such as Lessonspace, Zoom, Teams, or Meet.
5. Is organized and capable of managing their own time and meetings effectively.
6. Thrives on interacting with and helping people, showing patience and empathy even in high-pressure situations.

Responsibilities:

1. Respond promptly to support requests, triaging problems by severity, and guide customers in resolving issues both through email and video calls.
2. Identify common customer issues and compile feedback for the product and growth teams to help prioritise platform improvements. You will report directly to the Head of Customer Success.
3. Create and improve help guides and FAQs to provide customers with accessible, self-service solutions.
4. Assist customers in becoming more independent in resolving technical challenges by educating them on how to use Lessonspace effectively.

Here are some things done in the past that we would expect going forward:

1. Triage customer support requests based on severity and ensure swift and accurate resolution.
2. Provide consistent, helpful feedback to product and growth teams based on customer interactions.
3. Develop detailed help resources like help documentation and FAQs to assist users.
4. Support customers using various features, including Lessonspace integrations.

In summary: you will ensure our customers feel supported and empowered to succeed with Lessonspace, contributing to their growth and retention.

Qualifications:

1. Demonstrable passion for education, the EdTech industry, and customer service.
2. Strong problem-solving and communication skills, with the ability to work across teams.
3. Familiarity with modern browsers, video conferencing and collaborative tools.
4. Ability to multitask and manage priorities effectively in a fast-paced environment.
5. A consultative mindset, solution-oriented, and customer-focused approach.

Benefits

We encourage applicants who are eager to help Lessonspace grow and ensure our customers’ success. If you meet the qualifications and are excited about the opportunity to contribute to our mission, we would love to hear from you!

Location: This is a 100% remote position (There is a dedicated office available in the Cape Town CBD).

Other benefits: Unlimited leave; Equipment (laptop etc.) will be provided as needed; Depending on company performance, we host an annual off-site get-together for the team.

How to Apply: The application process includes several screening questions along with a review of candidates' resume/CV, an introductory interview, and a take-home task, followed by an in-depth interview discussing the task. Additional steps may be added at our discretion.

We look forward to receiving your application!