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Student Care Team Lead for the UK Market

3 hours, 44 minutes ago
United Kingdom, Ukraine
Full-time
Mid Level
Academic Advisor
Customer and Technical Support
Apply Now
ELVTR

ELVTR

ELVTR is transforming the education sector by offering live online classes taught by experienced industry leaders to aspiring professionals.

Diversified Consumer Services
51-250
Founded 2020
View All Jobs 13

Description

  • Directly oversee, support, and develop a team of 3 Student Care Representatives.
  • Lead onboarding and ongoing training to maintain team quality standards.
  • Track individual and team KPIs, provide feedback, and conduct regular 1:1s.
  • Serve as the first escalation point for complex or sensitive student issues.
  • Identify recurring issues and build SOPs and repeatable workflows to improve efficiency.
  • Compile and present regular performance reports on student satisfaction and team health.
  • Manage scheduling and coverage across UK market hours, including live class support.
  • Personally support students across UK courses via phone, email, and online chat.
  • Provide real-time assistance to instructors and students during live sessions.
  • Facilitate communication between students and instructors and resolve student concerns, including technical issues.

Requirements

  • 2+ years of experience in a customer support, student success, or client-facing role.
  • At least 1 year of team lead or supervisory experience preferred.
  • A Bachelor's degree in Business, Communications, or a related field is preferred.
  • Excellent written and verbal English communication skills are mandatory.
  • Ability to perform minor technical troubleshooting is required.
  • Demonstrated ability to coach, motivate, and hold a small team accountable in a remote environment.
  • Comfortable working with performance data to draw actionable conclusions.
  • Confident and presentable on Zoom, with experience hosting student-facing and internal meetings.
  • Highly organised with strong time management and the ability to context-switch between leadership and hands-on support.
  • Experience in a remote environment is preferred.

Benefits

  • Competitive base pay with high earning potential.
  • Performance-based bonuses.
  • Growth opportunities and fast career advancement for high performers.
  • Mental health support.
  • Fitness reimbursements.
  • Generous vacation policy.
  • Access to all ELVTR courses.
  • Remote work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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