Client Support Operations Associate at Edrolo

Full-Time, Client Support, Melbourne, AU melbourne support full-time
Description
Posted a month ago

If you’re looking to make the move to a growing company making a real, positive difference in the world, a role in our Client Support Team might be for you!

We’re an Australian, venture-backed ed-tech startup with global ambitions and an overarching mission to improve education. Our in-house content production, tech, sales, and support functions are unified in supporting secondary students and teachers across New South Wales, Queensland, and Victoria to achieve outstanding learning outcomes with our innovative education resources.

What we’re looking for:

Our Client Support Operations Team is responsible for building and maintaining key data sources, identifying pain points in and new requirements for our processes and workflows, and designing, sourcing, and implementing the right systems and tools to help us continuously improve and scale the support we provide. Drawing on in-depth knowledge of Client Support needs and priorities, this team builds and maintains the foundation of information powering Client Support decision-making, and is integral to our aims of providing consistently high quality support to our growing client and user base. If you love working with data, building and implementing processes and workflows, and identifying needs and designing solutions to meet them, this could be the right role for you.

Sitting with the wider Client Support Team, this role is suited to those wanting to be part of a high performance team and looking to make a real impact and grow their career. We look for people with a proven track record of achievement with the ability and desire to solve complex problems. We’re rapidly scaling and the pace is fast – if you’re energised by a dynamic working environment, you’ll love it here.

Our team is made up of people from a variety of backgrounds, and we’re committed to sharing knowledge and learning from each other. There is no ‘perfect fit’ for the role, and we’re excited to see what our next team member can contribute to our team culture and skill set.

Key responsibilities:

  • Designing, building, and maintaining data sources
  • Building and running reporting on key data points and metrics
  • Workload and costs forecasting and resource planning
  • Building, maintaining, and implementing Client Support and cross-team processes, workflows, systems, and tools
  • Developing and communicating insights from data sources, and making data-based recommendations
  • Contributing to the development of Client Support and Support Operations plans, priorities, and goals

Key requirements:

  • A bachelors degree or higher
  • 2+ years experience in a professional role
  • Proven experience in data manipulation and interpretation
  • Proven experience in process improvement, development, and implementation
  • Customer service experience
  • Strong written and verbal communication skills
  • Strong spreadsheet skills (ideally Google Sheets)
  • Basic understanding of SQL
  • An eye for detail
  • The ability to work under pressure, and to set timelines and adhere to deadlines
  • Adaptability and flexibility
  • The ability to think creatively to solve problems and scale processes
  • A growth mindset
  • A passion for our mission to improve education

Prior experience in a customer support operations role a plus, though not essential.

If you don’t quite meet all education or experience requirements, but are aligned on other role requirements, we encourage you to still apply.

What we can offer you:

We’re constantly evolving as a team and company, and we’re committed to individual development. As a new Edrolo team member, we’ll run you through a comprehensive onboarding program to get you fully up to speed on our systems and processes. Beyond this, there is no shortage of opportunities to grow your skills, explore new ideas, develop and improve processes, take on new responsibilities, solve real problems, and shape the way we grow and develop as a team and company – we’ll support you in building out your goals and helping you achieve them.