Customer Support Consultant

About Us

Top Dog Education, founded in 2010, has developed a number of online education solutions and have successfully brought these to market. We’re currently focused on our CambriLearn and US product, with the goal of becoming the global leader in online education. The company is in a high-growth stage and is expanding into other curricula and territories outside of South Africa. CambriLearn proactively implements smart automation using data-driven insights to predict customer needs, creating a frictionless educational journey. If you want to deliver world-class support using the smartest tech in the industry, we want you on our team.

Mission

Join our fast-growing team and help us build a world-class Customer Service function that sets us apart from our competitors and provides guardians, learners and our affiliates with high-touch, personalised support. Your mission is to provide prompt, quality support that surprises and delights, and to actively participate in the process of improving the quality and efficiency of our support processes. You will have the opportunity to join a team that is passionate about what they do, and to grow your career with us as we expand globally.

Responsibilities

• Own the successful outcome of first-line support queries from internal and external customers using Intercom.

• Support channels include:

• [ ] Messenger and email (Intercom)

• [ ] Telephone (Zoom phone)

• [ ] WhatsApp (Intercom)

• Platform technical support queries from guardians and learners.

• Curriculum and teacher queries from guardians, learners and affiliates.

• Effectively liaise with internal IT support, the pedagogy team and marketing on second-line technical support and schooling queries, ensuring a seamless hand-off.

• Contribute to succinct, high-quality bulk communications to users of the CambriLearn platform, improving their understanding of issues affecting their use of the platform.

• Actively contribute to identifying areas for process and product improvement, including areas for

improvement within the CambriLearn platform which can enhance the user experience and

reduce the volume of support queries.

• Respond to emails, chats and WhatsApp messages from students & parents.

• Academic support handling.

• Generate official documentation including Report cards, Progression reports, Registration letters, Transfer letters, and Visa Letters.

• CSAT monitoring and reach out where necessary, maintaining customer relationships.

• Assist on all content and system errors, flag and update accordingly.

• Tutoring - assist with referral process.

• Pre-Sales - includes obtaining contacts, creating leads and booking consultations.

• Implementations on the Intercom platform such as macros and resources.

• Online meetings to deliver platform navigation or advise to parents/guardians.

• First-line resolution and de-escalation of customer concerns.

• Smart implementation of AI tools improving efficiency and quality of product and service.

Competencies

• Enjoys working with people, patient and empathetic.

• Excellent verbal (face-to-face and phone) and written communication skills.

• English language is required (neutral accent); Afrikaans or another South African official language is beneficial.

• Agile and adaptive to a changing environment and enjoys new challenges.

• Good problem solver, able to work through complex problems.

• Enjoys working with software and is a quick tech learner.

• Great at working independently and being self-motivated.

• Logical, analytical and methodical.

• Comfortable with receiving critical feedback and has a desire for ongoing improvement.

• Enjoys learning new skills.

• Resilient and able to handle fast-paced, high-pressure environments/situations.

• Attention to detail.

• Process and resource document compilation.

• Priority management and organisational skills.

• Excellent at time management and proactively reaching out for help and coaching.

Background

• A minimum of 2 years’ experience in a client service role.

• Demonstrated history of dedication, commitment and hard work.

• Prior experience with case management software.

• Bonus experience:

• [ ] Salesforce Service Cloud and/or Intercom.

• [ ] International client support in a software environment.

• [ ] Education.

• [ ] AI tools and implementation.

• [ ] Light technical skills.

• [ ] Google Workspace.

• [ ] Software-as-a-service (SaaS).

• [ ] Zoom