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customer hero lead

Customer Success Hero

Hi and welcome to our job post,

We have an exciting opportunity for a Customer Success Hero to join our team! We are expanding our EdTech scaleup Bijles Aan Huis/Lernigo… let us dive right into it….

About the company

We're a promising tech-savvy startup-moving-into-scaleup that created a tutoring marketplace in the Netherlands and have recently expanded to Germany. We have a fully remote team with people all over the world. It's working, we're growing fast, we've got excellent backing, and there are some very exciting times ahead for us. 🚀💪

Our mission is to help as many students as possible get the most out of their education, through accessible high-quality at home and online tuition. We do this by building an accessible high-quality product, with which we can solve the problems of a student in today’s world with, unfortunately, an inadequate educational system. In our product, the tutor and technology play a central role, and we’re constantly seeking new ways to help our students.

We're about 2.5 years old and launched our first product over a year ago. Ever since the launch, we have seen explosive growth in the number of students, tutors, and revenue. This growth resulted in more funding which allowed us to hire more talent to help us build a better product and accelerate our growth (like with the expansion to Germany). Our team has grown from 5 people about a year ago, to over 20 people today and we are continuing hiring to expand our team.

Some perks of the job

  • âś… 100% remote, work wherever you want!
  • âś… Have an impact on the lives of thousands of students and tutors
  • âś… An impressive and highly competitive hourly compensation
  • âś… Long-term work (not project based)
  • âś… Work in a diverse team with multiple nationalities
  • âś… The chance to join us from the early stages and be part of an exciting and rapid growth journey
  • âś… Learning opportunities through constant new challenges
  • âś… Fast career growth opportunities
  • âś… Full inclusion in exciting projects and social team building activities

About the role

Following our exciting expansion, our work in the German sector is growing and we are looking to add a Customer Success Hero to our already awesome Operations team. Currently we have two Customer Success Heroes in our Operations DE team and they both report to our COO. We are looking for another Customer Success Hero to join and take ownership of the role, with both a hands-on mentality and the quality to bring teams and processes to the next level.

Our Operations team have overall responsibility for customer engagement, tutor engagement and customer representation to our other teams. The responsibilities of this role include:

  • Ownership responsibilities for all customer facing contact - proactively reaching out to customers and by responding to inbound messages through our website chat, WhatsApp, email and by phone
  • Ownership responsibilities for hiring of tutors - executing the overall interviewing process, conducting job interviews and making decisions in the selection process
  • Responsible for and contributing to improving the entire customer journey and the product - as a Customer Success Hero, you will be the first access point for feedback for our customers. Because of that, you will be able to better understand customer needs and therefore continuously contribute to the improvement and development of the Bijles Aan Huis product (the website) and the Bijles Aan Huis experience (both offline and online)

Who we think would be a good fit:

  • You speak and write fluently in both German and English
  • You like to take full ownership of a role and proactively improve processes
  • You love talking to customers (parents and students), and pride yourself in building up meaningful relationships with customers
  • Previous experience in a customer-facing role would be an advantage
  • You are able to commit for a long-term contract for 30-40 hours per week
  • Ideally you are available from 12 noon to 8pm CEST time (this is negotiable)
  • You can professionally represent the company towards our tutors and students and make a professional impression
  • A solid internet connection is a must

Join our team! 🙌

Do you feel that you would be a good fit for our team? Does this sound like a business you would love to be part of?

If "yes!!" then please reach out to our HR Manager, Kim, below and tell us why you are the best fit for our team.

We look forward to hearing from you!