Customer Success Agent

We’re Atom and our mission is to democratise education. We use machine learning and a visually engaging tech platform to bring a fun, high-quality and personalised learning experience into every child’s home.

We combine exceptional teacher-made content with cutting-edge technology to provide fantastic affordable education to all children globally, regardless of background.

We’re one of Europe’s fastest-growing EdTech startups. Last year we improved the standard of education for over 200,000 students across the UK and Asia. This year, supported by our recent $25m investment from SoftBank, our goal is to reach 560,000 students.

We’re remote-first! While our main office is in London, our team is composed of over 120 people (and counting) working from 10 countries.

Atom Learning's been featured in Otta’s Annual Rocket List: the 100 fastest-growing companies to work for!

The role

Atom Learning is looking for a talented customer success agent to join the team. You will be responsible for supporting and engaging with customers directly at every point in their subscription journey. You will be responsible for ensuring customers receive quick, informative and professional responses to queries and questions over via email, LiveChat, social media and telephone.

You will work with the wider Customer Success, marketing and growth teams to develop strategies that improve conversions and maximise customer LTV. You will establish and maintain efficient processes and optimise client engagement in order to delight and exceed the expectations of our customers. You will be an advocate for our customers, ensuring that their feedback and changing needs are communicated effectively to the wider company.

What you will do:

• You will provide a high-quality customer experience by ensuring that customer enquiries are answered efficiently and professionally;
• You will work with technical and product teams to communicate and resolve any technical and product issues experienced by users;
• You will identify payment and content issues by analysing platform content, system logs and billing information;
• You will engage with teachers and students to answer queries about using the platform – in particular, being able to deal with young users appropriately;
• You will be responsible for providing platform training to parent and school customers; and
• You will relay customer feedback to the relevant company departments and employees to ensure that any necessary product improvements and features are identified.

Who you are

• Strong work ethic and highly ambitious;
• A keen and intuitive contributor and communicator;
• A desire to work in the education sector;
• An interest in startups and technology;
• Excellent written English;
• Excellent organisational and time management skills;
• An interest in being a part of a young, growing business; and
• Able to work Saturdays or Sundays for one month, every 3/4 months, with days in lieu.

Benefits

• 25 days holiday plus bank holidays;
• 3 days winter leave
• Remote-first culture with the option to use our Old Street office;
• Annual L&D budget;
• Private medical with Vitality Health;
• Access to wellbeing platform;
• Enhanced family leave;
• Monthly remote and in person events in London
• High degree of autonomy and exposure to the running of all business areas of a successful startup;
• Brilliant colleagues and the opportunity to become an integral member of a fast-growing tech company.

Diversity & Inclusion at Atom Learning

• At Atom Learning, diversity, equity and inclusion are essential parts of our mission. We strive to build an inclusive culture that encourages and supports voices from a diverse range of backgrounds. We know it fuels our creativity and brings us closer towards democratising education for children of all backgrounds
• To achieve this, we commit to fostering an environment where everyone is valued and supported for who they are and in which individual differences and the contributions of all our staff are recognised and protected. We work to ensure that our recruitment, selection and assessment process is based entirely on skills and competencies and that we actively seek talent from all sections of society