Customer Success Associate

This is a remote position.

Job Title: Customer Success Associate

About the role

You will be the first point of contact for Career Bridge Foundation's learners and partners. This includes Sheffield Hallam University students completing simulations from July 2026, mentees on our coaching waitlist, and general inquiries from prospective candidates. You will handle questions, troubleshoot issues, escalate where needed, and maintain a clean record of every interaction.

We are recruiting two Customer Success Associates to ensure time-zone coverage and redundancy during the Sheffield Hallam launch.

What you'll do

• Respond to learner and partner inquiries via email, chat, and ticketing system within agreed SLAs
  
• Troubleshoot common issues (login problems, simulation submission queries, certificate access)
  
• Escalate complex issues to the Head of Operations or relevant team member
  
• Maintain a knowledge base of common questions and responses
  
• Contribute to a target of 95% inquiries responded to within 24 hours
  
• Support onboarding of new learners during the Sheffield Hallam July intake
  

Submit:

1. Your CV
   
2. A brief cover note (no more than 200 words) describing a difficult customer situation you handled well and what you learned from it.
   

Requirements

• 1+ years of customer service, customer success, or similar experience
  
• Excellent written English with a warm, professional, helpful tone
  
• Strong problem-solving instinct; you enjoy unblocking people
  
• Comfortable with ticketing systems, knowledge base tools, and basic technical troubleshooting
  
• Patient and resilient; you can handle frustrated users without losing composure
  
• Self-directed and reliable
  

Benefits

• Paid contract experience in customer success at a CIC scaling globally
  
• Direct mentorship from the Head of Operations
  
• Career Bridge Customer Success Associate credential on completion
  
• Genuine pathway to a Customer Success Lead role for strong performers