Zero Gravity

Customer Success Lead

Unique EdTech start up needs top tier Customer Success team member to support our community!

Background

Where we start off in life often pins us down - almost like gravity. At Zero Gravity we will do whatever is digitally possible to reach and direct the UK’s brightest young talent to succeed, no matter their backgrounds.

It’s already started with our digital mentoring platform: current university undergraduates mentor the next generation of top talent via our web app. We currently have over 1,000 Year 13 students from low-income backgrounds being mentored on our digital platform by an undergraduate mentor who studies the same subject at the same university they want to go to. We have commercial partnerships with leading institutions across the public and private sector, and have scaled to become one of the UK's biggest social mobility organisations in a matter of months.

The connectivity continues so our undergraduate members can access the best graduate employment programmes. Ultimately, Zero Gravity will be the go-to personal development app in the pocket of every talented school student. And the essential place top universities and employers want to access, who now recognise the competitive advantage of recruiting from a diverse talent pool.

We have already been covered by a variety of media outlets, including BBC News, The Times, Daily Mail, and Independent. Our 2019 pilot received a social impact award from the Prime Minister for social impact in education, and our Founder team have won a number of awards across education, entrepreneurship, social impact, and business growth.

Overview of the role and the key responsibilities

Our reputation is key to our success, you’ll be providing world class customer service to our outstanding Mentors and Mentees, ensuring every interaction is positive and helping us have genuine impact in the lives of thousands of young people.

Mentors and Mentees are our most important stakeholders and we’ll need you to be passionate about supporting their success, have a great attention to detail, be solutions focussed and incredibly organised.

Student and School support

  • Being the first point of contact for our community of Mentors and Mentees, via the Intercom platform
  • Be responsible for supporting schools to set-up and run their Zero Gravity dashboards
  • Matching Mentees with best possible Mentors to support their progression to a top University

Student engagement and impact tracking

  • Collaborate with our Product team to establish the best ways to support our students via the ZG platform, including user interviews and feedback forums
  • Update and maintain documents and content for onboarding students and schools to maximise sign ups
  • Analyse data and track engagement KPI’s to support the whole business in achieving its goals

Zero Gravity Fund

  • Working with the Zero Gravity Fund (ZGF) to identify students that are eligible for the Zero Gravity Scholarship
  • Work with an innovative FinTech company to distribute scholarships, via the unique Zero Gravity card, to scholars
  • Tracking the attribution and impact of scholarships

Ad hoc projects

  • Leading on and supporting a variety of other projects with teams across Zero Gravity
  • Proactively working to build a sense of community amongst our Zero Gravity Students and always thinking about how we can maximise the impact of our work
  • Occasionally supporting the team with general admin



Who you’ll be working with

You’ll be working with all of the Zero Gravity teams. You’ll work with our Product, Tech, Marketing and Operations teams and be working directly with our COO to make sure that you’re able to have maximum impact in your role.

The skills and characteristics we’re looking for

  • 1+ year's experience in Customer Service/Success roles
  • Ideally have experience within a Start up
  • A passion for excellent customer service
  • A proactive approach to your work
  • Be incredibly well organised
  • Have a great attention to detail
  • Great on the phone

What we can offer you

  • Opportunity to make a positive social impact through the work you do
  • Opportunity to be an early joiner in a rapidly growing organisation with responsibility from day one
  • Central London office, with transport links from Moorgate and Liverpool St, and free coffee and snacks
  • Salary plus equity in a multi-million pound startup where you will share in the success of the business
  • 25 days holiday allowance, plus bank holidays
  • Hybrid working environment, 3 days in the office with a superb team and 2 days working from home
  • Opportunity to work alongside an award-winning management team containing both youth and experience

How to apply 

Please contact Zero Gravity’s Chief Operating Officer, Tom Haywood-Pope, at tom@zerogravity.co.uk with a copy of your CV and a covering letter detailing why you want to work for Zero Gravity and what you’ll bring to the role.

Questions