Customer Success Analyst

Jo Holdsworth Recruitment is delighted to be working with an innovative and growing EdTech organisation to recruit a Customer Success Analyst.

This is an exciting opportunity to join a supportive and collaborative team where you'll play a key role in delivering exceptional customer service to schools using the company's software solutions. If you enjoy solving problems, building strong customer relationships and working in a fast-paced environment, this could be the perfect role for you.

The Role

As a Customer Success Analyst, you'll be the first point of contact for customers requiring advanced support, providing assistance via phone, email and webchat. You'll investigate queries, resolve issues efficiently and work closely with internal teams to ensure customers receive an outstanding service.

You'll also contribute to improving the customer experience by identifying trends, sharing feedback and helping develop support resources.

Key Responsibilities

• Deliver exceptional customer support via telephone, email and webchat.
• Investigate and resolve customer queries within agreed service level agreements (SLAs).
• Escalate risks or complex issues to the appropriate internal teams.
• Maintain accurate customer records and case notes.
• Support colleagues within the wider support team during busy periods.
• Identify recurring customer issues and share insights to help improve products and services.
• Assist in creating FAQs, knowledge base articles and online guidance.
• Capture customer feedback and feature requests to support future product development.
• Consistently deliver a professional, positive customer experience.

About You

We're looking for someone who is naturally curious, enjoys investigating problems and is passionate about delivering excellent customer service.

You'll ideally have:

• Previous experience in a customer support, customer success or helpdesk environment.
• Excellent communication skills, both written and verbal.
• Confidence managing conversations with a variety of stakeholders.
• Strong organisational skills with excellent attention to detail.
• A proactive, solutions-focused approach to problem solving.
• The ability to prioritise workloads in a busy environment.
• A genuine desire to provide an outstanding customer experience.

A technical mindset or experience supporting software or technology-based products would be advantageous, although full training will be provided.

What's on Offer?

• £27,000 basic salary.
• Hybrid working – 2 days in the office, 3 days from home.
• 32 days annual leave plus bank holidays.
• Employee health and wellbeing programme.
• Career development and progression opportunities.
• Supportive and collaborative team culture.
• Dog-friendly offices.

If you're looking to join an innovative business where customer experience is at the heart of everything they do, we'd love to hear from you.

Due to the high volume of applications we receive, we're unable to provide individual feedback. If you haven't heard from us within five working days, please assume your application has been unsuccessful on this occasion.

By applying for this vacancy, you consent to Jo Holdsworth Recruitment holding your details for up to 30 days and contacting you using the methods provided in your application.