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Student Care Team Lead for the UK Market

1 day, 13 hours ago
United Kingdom, South Africa
Full-time
Senior
Customer Success Manager
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 manage, coach, and develop a team of 3 Student Care Representatives.
  • Lead onboarding and ongoing training to maintain team quality standards.
  • Monitor team and individual KPIs, provide feedback, and run regular 1:1s.
  • Serve as the primary escalation point for complex or sensitive student issues.
  • Identify workflow gaps and create SOPs to improve efficiency and student outcomes.
  • Compile and present performance reports on student satisfaction and team health.
  • Manage scheduling and coverage for UK market hours, including live class support.
  • Handle direct student support across phone, email, and online chat for assigned UK courses.
  • Support live classes in real time for instructors and students.
  • Resolve student concerns and perform minor technical troubleshooting to keep learning uninterrupted.

Requirements

  • 2+ years of experience in customer support, student success, or a client-facing role.
  • At least 1 year of team lead or supervisory experience preferred.
  • Bachelor's degree in Business, Communications, or a related field preferred.
  • Excellent written and verbal English communication skills are mandatory.
  • Ability to perform minor technical troubleshooting.
  • Demonstrated ability to coach, motivate, and hold a small remote team accountable.
  • Comfort working with performance data to draw actionable conclusions.
  • Confident and presentable on Zoom for student-facing and internal meetings.
  • Highly organised with strong time-management and context-switching ability.
  • Full-time availability for 10AM-6PM BST working hours.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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