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customer hero lead

Customer Success Hero

Hi and welcome to our job post,

We have an exciting opportunity for a Customer Success Hero to join our team! We are expanding our EdTech scaleup Bijles Aan Huis/Lernigo… let us dive right into it….

About the company:

Lernigo is a platform that connects students (middle school and high school) with selected tutors. We're an innovative and progressive scale-up with one mission: to make education accessible for everyone. πŸš€πŸ’ͺ

We make it easy for the student to find their own tutor. When the tutor and student find each other, we facilitate the student experience with tools, learning material, didactic guidance and more. And we do all this, while pricing fairly.

We launched in the Netherlands in 2020 (Bijles Aan Huis) and in Germany (Lernigo) in 2021. We just received funding which means take-off has started! But before we can really scale, we have a big focus: capturing the German market.

We're a team of 20 working remotely from all over Europe. We're proud of our culture that has a strong focus on product and is inspired by Netflix "No Rules Rules", where we try to hire the best of the best and create a culture of open feedback and ownership. Our core values include: customer passion, ownership, courage, openness and focus.

Some Perks of the job:

  • βœ… 100% remote, work wherever you want!
  • βœ… Have an impact on the lives of thousands of students and tutors
  • βœ… An impressive and highly competitive compensation
  • βœ… Long-term work (not project based)
  • βœ… Work in a diverse team with multiple nationalities
  • βœ… The chance to join us from the early stages and be part of an exciting and rapid growth journey
  • βœ… Learning opportunities through constant new challenges
  • βœ… Fast career growth opportunities
  • βœ… Full inclusion in exciting projects and social team building activities

About the role:

Following our exciting expansion, our work in the German sector is growing and we are looking to add a Customer Success Hero to our already awesome Support team. Currently we have two Customer Success Heroes in our Support DE team and they both work as part of the wider Support team. We are looking for another Customer Success Hero to join and take full ownership of the role, with both a hands-on mentality and the quality to bring teams and processes to the next level.

Our Support team have overall responsibility for customer engagement, tutor engagement and customer representation to our other teams. The responsibilities of this role include:

  • Ownership responsibilities for all customer facing contact - proactively reaching out to customers and by responding to inbound messages through our website chat, WhatsApp, email and by phone
  • Ownership responsibilities for hiring of tutors - executing the overall interviewing process, conducting job interviews and making decisions in the selection process
  • Responsible for and contributing to improving the entire customer journey and the product - as a Customer Success Hero, you will be the first access point for feedback for our customers. Because of that, you will be able to better understand customer needs and therefore continuously contribute to the improvement and development of the Lernigo product (the website) and the Lernigo experience (both offline and online)

Who we think would be a good match:

  • You speak and write fluently in both German and English
  • You like to take full ownership of a role and proactively improve processes
  • You love talking to customers (parents and students), and pride yourself in building up meaningful relationships with customers
  • Previous experience in a customer-facing role would be an advantage
  • You are able to commit for a long-term contract of at least 30 hours per week
  • You will be available 11am to 3pm, Monday to Friday CEST time and preferably 1-2 hours in weekends (this is negotiable)
  • You can professionally represent the company towards our tutors and students and make a professional impression
  • A solid internet connection is a must

Join our team! πŸ™Œ

Do you feel that you would be a good fit for our team? Does this sound like a business you would love to be part of?

If "yes!!" then please reach out to our HR Manager, Kim, below and tell us why you are the best fit for our team.

We look forward to hearing from you!