Customer Support Specialist (Full-time, UK-based)

About Sumdog

Sumdog’s mission is to help close the attainment gap by providing high-quality, engaging, and personalised educational experiences to children around the world.

Sumdog is an innovative educational technology company dedicated to making learning fun and effective for children. Our platform focuses on engaging students in personalised maths and literacy activities through interactive games that adapt to each child’s unique learning needs. Designed for students aged 5 to 14, Sumdog provides an engaging learning experience that not only improves academic skills but also builds confidence and a love for learning.

With a user base spanning numerous countries, Sumdog has made a significant impact on the educational outcomes of millions of students. Our platform is used in thousands of schools worldwide, and we are continually expanding our reach to help more students succeed.

At Sumdog, we value innovation, collaboration, and a passion for education. Our team is dedicated to creating the best possible learning experiences for children and supporting educators with effective teaching tools. We foster a culture of continuous improvement and are always looking for talented individuals who share our commitment to making a difference in education.

 

The Role

Location: UK Remote - (with optional office time in our Edinburgh office or co-working locations across the UK)

Reporting to: Customer Experience Manager


Key Responsibilities:

This role is the initial point of contact for our customer queries. This role goes beyond answering questions or technical troubleshooting, you’ll be proactive in understanding and supporting teachers, as well as contributing to system improvements as you gather experience. You’ll collaborate with different teams to contribute to a positive experience for teachers & parents and ultimately the children who use Sumdog.

To give you an idea of what this role looks like, and to ensure it aligns with your interests, we’ve provided a detailed description of the role below. 

  • Resolve customer enquiries and issues in a timely and efficient manner. We’re always improving our baseline response rate (currently 24 hours) and you’ll bring innovative ideas to continue to improve
  • Take ownership of keeping the CRM (Hubspot) up to date with the latest information on all queries and issues, this helps follow up with customers later, tracking the progress of pending queries to ensure a resolution is met
  • Collaborate with the wider Customer Success team to provide exceptional customer satisfaction and share insights to help improve the overall customer experience
  • Set up & troubleshoot school integrations with our 3rd party applications
  • Prioritise user requests using our support system, identifying high priority customers and being proactive in involving any other relevant team members
  • Keep our comprehensive support documentation up-to-date - this includes our help pages which you can view here and may involve training materials
  • Help refine the Sumdog product by identifying and escalating issues that affect our users' experience

Personal Specification* 

Experience must have
  • Demonstrable success in working in a customer-facing role
  • Comfortable with technical tools and experience learning new software like Google Sheets
Personal must have
  • Resilient & empathetic personality with a genuine love of helping customers
  • Ability to work independently & proactively with high levels of self-motivation
  • Strong communicator - both written and verbal
  • Innovative problem solver & strong time management skills
  • Ability to build rapport and communicate effectively with customers at all levels
  • Team first player who is highly collaborative
  • Interest in learning and developing skills
  • An interest in EdTech or education
These may also be beneficial to an application
  • Proficiency with HubSpot CRM 

*Please do not hesitate to apply even if you do not think you meet all of the requirements. You may have experience outside of our requirements that will make you a great candidate or you may have strengths in areas that we may not realise until we interview you.

 
What we offer
  • Basic salary 25k per annum
  • Full-time position (37.5 hours)
  • Central Edinburgh office location with the opportunity to cowork at locations across the UK
  • Professional development
  • Progression opportunities
  • An exciting and vibrant working culture
  • A chance to be part of a fast-moving business with some amazing people


Above all, this is a great opportunity for you to make a real difference to children's lives!

To apply submit your cover letter and CV to Priya at jobs@sumdog.com

We value and encourage diversity and are committed to promoting equality and eliminating discrimination. We are committed to offering support and making reasonable adjustments to allow full participation in the recruitment process. Please let us know of any requirements you have and we will consider any reasonable adjustments.