Customer Support Representative

We are looking for an energetic, persistent go-getter with at least 2 years of prior customer support or training experience to join our London office as a Customer Support / Training Specialist for OpenApply. Our service commitment to schools encompasses global 24-hour telephone & e-mail support Monday through Friday, with weekend coverage for the Middle East, online and onsite trainings, and hosting annual conferences for admissions professionals. You will have primary responsibility to support our OpenApply schools during EMEA Support Hours.

What you’ll learn in the first 30–45 days

• Product knowledge, the hows, and whys of using OpenApply
• The nuts and bolts of OpenApply as a SaaS business
• The role of support in sales and why good customer experiences matter
• The context and admissions workflows of international schools and how to best support them

Key Responsibilities

• Running telephone and e-mail support operations, responding to support tickets from admissions office staff
• Providing one-to-one online trainings (Train the trainer) for account setup and implementation to fit school-specific admission processes or how to use a specific feature best. You will occasionally need to travel for onsite training within your region
• Ensuring that our quality of service (e.g., support request times and resolutions) is maintained at levels of excellence
• Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
• Providing Quality Assurance (QA) testing for new feature deploys
• Devising ways to improve our help and support materials

A Normal Week

Over the course of a normal week, you would have:

• Responded to 100–200 support emails.
• Talked with 15–25 schools by phone.
• Set up 2–5 school accounts.
• Conducted 5–10 online trainings.
• Updated 1–2 help tutorials.
• Relayed several bugs or feature requests as a result of feedback from schools.

Career Path

Various career paths are open to you, depending on skill level and interest:

• Advanced Customer Support: Organising next-level customer success through new documentation, training programs, and events.
• Sales & Marketing: Organising marketing campaigns and taking responsibility for incremental sales growth.
• New Products: Moving vertically to support the launch of new products
• Management: Learning the nuts and bolts of SaaS business management and moving to a directorship with P&L responsibility.

Requirements

Does this describe you?

• Excellent verbal and written communication skills
• High-energy and outgoing
• Fast learner
• Detail-oriented, follows things through to completion, dependable
• Clear and engaging presentation skills
• Two years experience in customer support or account management
• Other EMEA languages are helpful but not required
• Available for Weekend and Holiday shift cover per an agreed schedule each quarter. Otherwise, regular hours are 9 am-6 pm UK time.
• Eligible to work in the UK

Anticipate 20-30% travel, though it may be more or less depending on personal preference.

Benefits

• Base salary is based on experience, and performance bonuses are based on KPIs.
• Monthly Health & Wellness Allowance
• Office lunch & team socials
• Professional Development opportunities
• Unlimited book budget.
• Additional benefits such as pension and 25 days holiday also apply.

All qualified applicants will be considered for employment without regard to age, race, creed, colour, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.

Please note: Only shortlisted candidates will be contacted due to a high volume of applicants.

ABOUT FARIA EDUCATION GROUP

At Faria Education Group, we are dedicated to reaching every learner and inspiring every educator. As the trusted partner of over 10,000 schools and 4 million students in 155 countries, we lead the way in international education systems and services.

We offer an integrated suite that supports all aspects of curriculum management, teaching and learning, admissions, and school-to-home communications. With an unwavering commitment to innovation, our technology is designed with rigorous standards for data protection and security, ensuring first-class training and support for modern international schools.

Through our innovative online courses and revision programs, we provide comprehensive educational experiences. Our offerings include the IB Diploma and Cambridge online courses, bringing high-quality education to schools and homes worldwide.

Join us in our commitment to transforming education and empowering communities globally. Explore our services, including ManageBac, OpenApply, Atlas, SchoolsBuddy, Pamoja, Wolsey Hall, and Oxford Study Courses.

https://www.faria.org/careers