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Support Team Lead

1 day, 13 hours ago
South Africa
Full-time
Junior
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 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 workflow inefficiencies and develop documented SOPs to improve operations.
  • Compile and present performance reports on student satisfaction and team health.
  • Manage team schedules to ensure coverage across UK market hours and live class support.
  • Personally manage a portfolio of UK courses and provide student support by phone, email, and chat.
  • Support live classes in real time for instructors and students.
  • Resolve student concerns, including technical troubleshooting, and facilitate communication between students and instructors.

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 and turning insights into action.
  • Confident and presentable on Zoom for student-facing and internal meetings.
  • Highly organized with strong time management and the ability to context-switch effectively.
  • Experience in a remote environment is preferred.

Benefits

  • Competitive base pay with performance-based bonuses.
  • High earning potential and growth opportunities.
  • Mental health support.
  • Fitness reimbursements.
  • Generous vacation policy.
  • Access to all ELVTR courses.
  • Fast career growth for high performers.
  • Remote work with a full-time schedule of 10AM-6PM BST.

Interested in this position?

Apply directly on the company website

Apply Now

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