Customer Support Specialist - Remote, Freelance

Come and reinvent education.

Our schools are broken. Teachers sacrifice real education for exam preparation, while students are left overworked and disappointed with their results. At Up Learn we use AI and cognitive science to ensure every student can achieve an A*/A, regardless of their background. We’re on a mission to create the most effective learning experiences in the world, and distribute access to everyone.

About the role

Our Customer Experience team plays a vital role in our success, representing our students and ensuring we deliver world-class service at scale. We’re a small, fast-growing team at an exciting stage of our journey, and we’re looking for dedicated freelance Customer Service Specialists to join us. 

You’ll work closely with our core team of four, supporting all customer service tasks and initiatives across students, parents, teachers, and schools. You’ll also help our wider team of 40 Tutors deliver the best possible learning experience.

This role offers a unique opportunity to gain hands-on experience across every part of the Customer Experience department while collaborating with teams in Engineering, Content, and Learning. You’ll also be involved in AI initiatives, helping improve our AI communications, manage knowledge bases, and ensure our technology continues to deliver outstanding support.

It’s an excellent foundation for rapid professional growth, with the potential to evolve into a full-time role in the future. If you’re ready to make a difference and join a passionate, high-performing team, we’d love to hear from you!

About you

You are an exceptionally capable, highly driven, and naturally empathetic individual who cares about our mission and about having a life changing impact on thousands of young people. You have a passion for education and a hunger to learn how to deliver the best possible customer experience for all of our customers. 

This fully remote, freelance role allows flexibility to fit around other commitments like travelling, university, family life, or other work. You’ll join a diverse team with a wide range of backgrounds and interests. We foster a hard-working but caring environment and are looking for individuals who will add value to our fiercely passionate and highly skilled customer experience team.

Responsibilities

• Deliver outstanding customer experiences: Ensure every student, parent, or teacher you interact with leaves with a ‘wow’ feeling, reflecting our commitment to excellence and empathy.
• Master customer-facing tools and processes: Become an expert in the tools, touchpoints, and applications critical to delivering a world-class experience. Familiarity with Intercom is a bonus.
• Handle escalations with care and expertise: Manage escalations, reviews, and feedback with deep empathy and active listening, resolving inquiries confidently and consistently.
• Troubleshoot technical issues methodically: Diagnose and resolve technical issues quickly, liaising with engineering teams to ensure a smooth learning experience.
• Support AI and knowledge management initiatives: Help improve our AI agent, maintain knowledge bases, and support processes that enhance automated and human-led customer support.
• Use analytical and problem-solving skills: Identify patterns, opportunities for improvement, and process enhancements to drive efficiency and elevate the customer experience.
• Support smooth customer service operations: Ensure all tasks are completed promptly and to a high standard, collaborating closely with tutors and the Customer Experience team.
• (Optional) Contribute to scaling initiatives: Work on strategic projects that prepare Up Learn for its next growth phase, fostering innovation and continuous improvement.

Requirements

If you don’t meet every requirement below but believe you’re the right person for the role and are willing to learn, we strongly encourage you to apply:

• Outstanding communication skills, written and spoken, maintaining a consistently positive, friendly, and clear tone.
• Strong empathy and active listening skills, understanding customer needs and responding confidently.
• Comfortable managing escalations and high-pressure scenarios, staying calm, composed, and solution-oriented.
• Highly analytical with strong problem-solving abilities, able to troubleshoot technical issues and identify process improvements.
• Ability to learn and master customer-facing tools and systems, ensuring seamless execution and a world-class experience at every touchpoint.
• Exceptional organisational and time management skills, managing multiple tasks while maintaining attention to detail.
• Self-motivated and proactive, taking initiative to improve processes and support scaling initiatives.
• Team player with a collaborative mindset, working closely with tutors, the Customer Experience team, and cross-functional teams.
• Preferred but not essential: Experience with AI tools, technical support, Intercom, education, or scaling companies during growth periods.