Customer Service Agent

About us

Bonjour! We’re This is School (formerly thisislanguage.com) and we do Languages, Geography and Science in schools. Over the past 10 years we’ve built an amazing SaaS tech platform and 100s of 1000s of kids already use us to level up their learning. Or just to get through the school day, sometimes it’s hard to tell which. Teachers too, for that matter. That’s a quick summary but you can read more about us on our website.

What we're looking for

We’re looking for an extremely talented Customer Service Agent who will have full responsibility for the entire Customer Service lifecycle for our clients. This means looking after them at every stage of their journey with us and making sure that they are happy, unblocked and seeing all of the tremendous value of our product at all times.

You’ll be working full-time, remotely from the UK, although at least 3 of your contracted hours should take place after 4pm GMT so that you can cover our US clients.

From a reactive point of view, the questions that you’ll get through our various channels (live chat, helpdesk, email, phone) will cover everything from the Content of the Product itself, through to relatively technical questions relating to Integrations with 3rd parties.

You’ll have excellent written skills, as the majority of communication with clients (and internally) will be written. However, you’ll also have a remit to present and train clients when requested over video call, so it’s important that you have a good “TV manner” for when you are the the “face” of the company.

You’re going to be at the cutting edge of our interactions with clients, so your ability to unpick the detail of a client query quickly will be paramount. And because you sit within the revenue team, your nose for growth opportunities, referrals and testimonials to pass on to Account Managers and Marketing will put you in a good place with colleagues on a Friday night.

Our business is necessarily very cyclical and there are times of the year when it can be extremely busy. Conversely, there are other times when things are very calm and quiet. You’ll know how to manage your time and capacity during those changing seasons.

Above all else, you’ll be a - hackneyed expression alert - team player and always have our clients top of mind.

Day-to-day responsibilities include:

Customer Support

• Responding to Inquiries: Answer questions from teachers, students, or school administrators via email, chat, or phone. Common topics include account setup, troubleshooting platform issues, and usage guidance.
• Technical Troubleshooting: Assist users with technical issues such as login problems, app errors, or connectivity issues, and escalate more complex problems to the technical team.
• Product Guidance: Provide users with information on how to navigate the platform, utilise features, and implement best practices.

User Onboarding

• Guiding New Users: Help new users understand how to set up their accounts, access the platform, and begin using key features.
• Providing Training Resources: Share tutorials, guides, or videos to familiarise users with the platform.

Issue Resolution

• Ticket Management: Track, prioritise, and resolve customer issues using ticketing systems (e.g., Zoho Desk).
• Follow-Ups: Ensure timely follow-ups on unresolved issues and keep users updated on progress.
• Collaboration with Teams: Work with product, tech, or sales teams to resolve escalated issues or relay feedback from users.

Proactive Customer Engagement

• Feedback Collection: Gather and document user feedback to share with the product and development teams for platform improvement.
• Upselling Opportunities: Inform customers about new features, upgrades, or add-ons that could enhance their experience.

Knowledge Maintenance and Product Expert

• Product Expert: Proactively “all over” platform updates, new features, and company policies to provide accurate and relevant information to customers.
• Resource Development: Assist in creating or improving knowledge base articles, user guides, or FAQs.

Team Collaboration

• Team Meetings: Participate in regular team meetings to discuss challenges, share user insights, and align on priorities.
• Process Improvements: Suggest and implement improvements to customer service workflows or tools.

Metrics and Reporting

• Performance Tracking: Monitor key performance metrics such as response times, resolution times, and customer satisfaction ratings (CSAT).
• Reporting Issues: Document patterns or widespread issues for internal tracking and resolution.

Remote-Specific Responsibilities

• Effective Communication: Maintain clear and consistent communication with team members using collaboration tools (e.g., Slack).
• Time Management and self-directed: Self-manage daily schedules to meet response time and productivity targets.
• Tech Readiness: Ensure your home office setup is optimised, with reliable internet and necessary software tools always functional.

Bonus points if:

• You’re amazing at recording and editing short training videos.
• You’re already a Zoho CRM/Desk pro.

Benefits and perks

• 🚂 Become part of a passionate and forward-thinking team
• 👨‍🚀 Fun and energetic working environment
• 🍾 We aim for 40 hour weeks
• 🏖 28 days' holiday
• 👩‍💻 You get a nice fancy-pants laptop
• 🎯 Working for a company that helps students learn
• 🏢 Fully remote
• 💰 £30K per annum

How to Apply

Does this position sound like a good fit? How do you like the sound of our Mission? Do your Values align with ours?

If you answered “Yes” to all of those questions, Apply Now!

• Make sure you explain in your own words why you think you’d be a good fit for the role (if you don’t, we have to assume you’re not taking it that seriously)
• Send along links or attachments that best showcase the relevant things you've built, done, or achieved.