£32,000 - £37,000 a year

Role: Senior Customer Support Executive

Location: London, Office Based, Full Time

The Mission

Zen Educate is rapidly scaling - our UK business aims to grow 3x year on year and we have completed three acquisitions.

We are looking for an ambitious and passionate support specialist to be a senior player in the team. This is someone who will own high level support outcomes, drive team wide performance, improve our processes, all while remaining hands-on in delivering valuable support to our educators.

What You Will Own

• Functional Mentorship: You will own the “workflow and quality” aspects of your direct reports. In other words, you own the quality bar for the team.
• Operational Excellence: You are the "pace-setter" for the team. You own the daily achievement of our KPIs - for example, response rates, response times and resolution rates.
• The Support "Playbook": You will own the maintenance of our internal knowledge base and external Help Centre. You'll ensure our "how-to" guides are always up-to-date, reducing friction for both the team and our educators.
• Complex Resolutions: You are the final point of contact for the most challenging educator and school queries. You’ll own the "tough cases," using your deep platform expertise to turn frustrated users into brand advocates.
• Continuous Improvement Loop: You will own the identification of common pain points in the educator journey. By analysing trends, you’ll support building automated solutions and workflow fixes that make support low friction and easy for our educators.
  
  
  

Who You Are

• A first-principles problem solver: You don’t just "clear the inbox". You investigate why it is full in the first place and build automated processes to reduce down our predictable queries.
• Analytically rigorous: You are both good with people and excellent with data. You can dive into customer data to understand the root cause of a problem and drive operational improvements.
• A “force multiplier”: You love sharing how you do things to the highest standard, mentoring other team members on technical workflows and creating the documentation that makes the whole team smarter.
  
  
  

If this resonates, we'd love to hear from you!