Saas Customer Support Specialist

Location: Remote Salary: £26,500 - £28,000 Hours: 40 Hours per week + Overtime Contract Type: Permanent

We are a dynamic, innovative and BETT Award-winning EdTech startup specialising in cutting-edge generative AI tools for Primary and Secondary schools in the UK and abroad. Our mission is to make teaching and learning more impactful and efficient through intelligent technology — but what really sets us apart is our people. We pride ourselves on providing outstanding support to the schools, teachers, and trust leaders who use our platform every day.

We’re looking for a proactive and detail-oriented First Line Customer Support Specialist to be the friendly, knowledgeable face of Olex for our school users. You’ll provide first-class support through our helpdesk and via email, helping teachers and leaders resolve queries quickly and confidently.

From account setup and troubleshooting to guiding users towards helpful resources or managing technical issues to resolution, your work will directly impact the experience of thousands of educators. You’ll be a calm, clear communicator who takes real pride in helping others — and you’ll thrive in a fast-moving, tech-enabled environment.

Key Responsibilities

• Respond promptly and warmly to support queries from teachers and school leaders via email and helpdesk.
• Support schools with account setup, user management, and access issues.
• Help users navigate the platform confidently, directing them to help articles, tutorials, and training resources.
• Log and categorise customer issues accurately, escalating where needed to the product or engineering team.
• Identify and raise technical bugs or feature issues, and track them through to resolution.
• Keep customers updated clearly and regularly until their issue is resolved.
• Spot trends or recurring queries and feed insights back to the wider team to improve our processes and user experience.
• Contribute ideas to improve how we support our schools and make their lives easier.

Key Skills & Attributes

• Exceptional written and verbal communication, with a warm and professional tone.
• A genuine desire to help schools and teachers succeed.
• Attention to detail and strong organisational skills.
• Strong technical aptitude – comfortable learning and explaining digital platforms, even without a technical background.
• Ability to multi-task and manage several conversations or support tickets simultaneously.
• Calm under pressure, with a problem-solving mindset and a “find a way” attitude.
• Quick to learn new tools and adapt to evolving processes.
• Previous experience in education or EdTech support is a bonus, but not essential.

What We Offer

• Opportunity to play a key role in a fast-growing EdTech startup making a real difference in schools.
• Supportive, collaborative, and values-driven team culture.
• Flexible working hours and remote-first setup. Please note that working hours for this role start at 8am to cover our customer base of teachers needing support before lessons begin.
• Full training on our platform and support tools.
• Competitive salary with potential for growth as the company scales. Overtime during peak times will be available.

How to Apply

Please submit your CV and a short cover letter explaining why you’re the right fit for this role.

REF-224 609