Customer Success Agent

We’re Atom and our mission is to democratise education. We use machine learning and a visually engaging tech platform to bring a fun, high-quality and personalised learning experience into every child’s home.

We’re one of Europe’s fastest growing EdTech startups. Last year we improved the standard of education for over 200,000 students across the UK and Asia. This year, supported by our recent $25m investment from SoftBank, our goal is to reach 560,000 students.

We’re remote-first! While our main office is in London, our team is composed of over 150 people (and counting) working from 14 countries.

The Role

Atom Learning is looking for a talented customer success agent to join the team.

You will be responsible for supporting and engaging with customers directly at every point in their subscription journey. You will be responsible for ensuring customers receive quick, informative and professional responses to queries and questions over via email, LiveChat, social media and telephone.

You will work with the wider Customer Success, marketing and growth teams to develop strategies that improve conversions and maximise customer LTV. You will establish and maintain efficient processes and optimise client engagement in order to delight and exceed the expectations of our customers. You will be an advocate for our customers, ensuring that their feedback and changing needs are communicated effectively to the wider company.

Responsibilities

You will provide a high-quality customer experience by ensuring that customer enquiries are answered efficiently and professionally; You will work with technical and product teams to communicate and resolve any technical and product issues experienced by users; You will identify payment and content issues by analysing platform content, system logs and billing information; You will engage with teachers and students to answer queries about using the platform – in particular, being able to deal with young users appropriately; You will be responsible for providing platform training to parent and school customers; and You will relay customer feedback to the relevant company departments and employees to ensure that any necessary product improvements and features are identified.

Ideal Experience

Strong work ethic and highly ambitious; A keen and intuitive contributor and communicator; A desire to work in the education sector; An interest in startups and technology; Excellent written English; Excellent organisational and time management skills; An interest in being a part of a young, growing business; and Able to work one weekend day per week, with time in lieu.

Benefits

28 days holiday + bank holidays Fully remote or flexible work at our office in Old Street to use as much or as little as you'd like Competitive pay Full auto-enrolment workplace pension Monthly remote and in person events in London High degree of autonomy and exposure to the running of all business areas of a successful startup The opportunity to become an integral member of a fast-growing technology company

Our mission is to provide affordable, high-quality education to all children globally, regardless of background. To achieve our goal, we are combining exceptional teacher-made content with cutting-edge technology.

We want to attract and retain brilliant people and then give them maximum freedom and responsibility so that they can innovate and create great products that help people. Think this could be you? We welcome mission-driven candidates who are excited to bring their ambition and conscientiousness to our company.

Whether fully remote, hybrid or local Londoner, working at Atom Learning guarantees you a talented, supportive team. We're a growing team of over 150 - everyone will work hard alongside you and we know how to have fun and celebrate the big wins too! You’ll be given a lot of responsibility early on and trusted to complete your work in the way you think is best. You will solve difficult problems with a huge impact for positive social change, and you’ll learn a lot along the way.

We are ranked one of the UK’s top 100 startups by Startups100 and were recently selected to join Tech Nation's Upscale programme as one of the UK's leading scale ups. We have previously been a finalist in the Lloyds Bank Business Awards, the Education Investor Awards and Amazon Growing Business Awards, and won the Best AI-based Solution for Education in the AI Breakthrough Awards.