Customer Success Representative

at  Lessonspace

COMPANY DESCRIPTION:

Lessonspace is an EdTech company based in South Africa, with clients and employees across the globe. We’re sometimes described as “Zoom for Teaching”, and our software is used by large online education companies and freelance tutors and teachers around the world.
We prefer to avoid the “Zoom for Teaching” comparison but if you had to provide a narrow description of our core product, it’d be a Virtual Classroom Software as a Service (see more of our market and competitors here)
Our team, though small in size (10-15), is diverse and passionate about revolutionising the education industry. With our global remote work policy, we promote flexibility and prioritise a healthy work-life balance for our employees.

JOB DESCRIPTION:

We are looking for an energetic and empathic Customer Success Representative to join our team. In this role, you will support tutoring and teaching organizations globally as they transition online and use the Lessonspace platform to enhance their learning environments.
You will be responsible for identifying and responding to the needs of our clients, solving problems, and providing feedback to our product and growth teams. This position is essential in helping customers thrive using Lessonspace.

QUALIFICATIONS:

• Demonstrable passion for education, the EdTech industry, and customer service.
• Strong problem-solving and communication skills, with the ability to work across teams.
• Familiarity with modern browsers, video conferencing and collaborative tools.
• Ability to multitask and manage priorities effectively in a fast-paced environment.
• A consultative mindset, solution-oriented, and customer-focused approach.

• Respond promptly to support requests, triaging problems by severity, and guide customers in resolving issues both through email and video calls.
• Identify common customer issues and compile feedback for the product and growth teams to help prioritise platform improvements. You will report directly to the Head of Customer Success.
• Create and improve help guides and FAQs to provide customers with accessible, self-service solutions.
• Assist customers in becoming more independent in resolving technical challenges by educating them on how to use Lessonspace effectively.