Responsibilities
1. Day to day ownership of our customer service platform Zendesk, effectively responding to tickets and enquiries, for customers
2. Reporting on customer service trends and insights to inform product design and UX
3. Reporting any technical issues to product and/or development team for speedy resolution
4. Building knowledge base and FAQs to improve our customer service experience
5. Develop an understanding of our analytics tooling and begin to own some of our reporting
6. Work with Marketing & Product to improve our qualitative insights across the business
7. Work with product, marketing and course production on ad hoc initiatives to support business growth, representing good data practice and analysis
8. Participating in customer and product led qualitative and quantitative activities
9. Working closely with a Data Engineer, Engineering and Product to establish best practice with data and be part of our growing data function
10. Exploring and learning how we can make the most of our data tooling, training other team members
Requirements and Qualifications
Ideally your experience will include;
11. At least 1 year of working experience in a relevant role
12. Familiarity and confidence with working online in a hybrid environment; using Microsoft tools plus Miro (online whiteboards), Asana (task tracking) and other collaborative productivity tools
13. Degree in maths/economics/ computer science/business related field would be advantageous
14. A positive can-do attitude with a desire to learn on the job
a.) Confidence working with data and completing analysis
b.) Digital product understanding
c.) Communication and empathy
d.) Adaptability and readiness to learn