Customer Success Support Specialist

Are you passionate about education and customer success? At Wizcom Tech, we’re looking for a Customer Success Support Specialist to ensure our customers achieve their goals with our innovative solutions. Drawing on your experience in Literacy, English, and/or SEND support or teaching in any key phase, you’ll play a key role in onboarding, training, and supporting customers, fostering long-term relationships, and driving customer satisfaction.

If you love working closely with people, advocating for their needs, and helping them succeed, this is the perfect role for you!

• Onboarding & Training: Guide educators through product onboarding, provide detailed product training, and work with stakeholders to secure feedback.
• Customer Advocacy: Advocate for product development that supports customer needs, support development teams to understand the challenges and experiences of the product user in the school setting.
• Support: Provide professional responses to inquiries, troubleshoot technical issues, and resolve complex cases with clear communication.
• Engagement Monitoring: Track customer feedback and present it to the development team, proactively address concerns, and identify opportunities for growth.
• Process & Product Improvement: Use feedback to refine strategies, improve processes, and enhance product usage.
• Cross-Team Collaboration: Work the development team and education lead to ensure seamless customer journeys and support.
• Creative: Be able to confidently produce resources, presentations and reports.

1. Customer Retention & Engagement:

• Achieve an 80% customer retention rate from trial to full adoption.
• Conduct at least two proactive touchpoints during every customer trial.
• Onboarding & Documentation:
• Map and document all customer journeys for smooth onboarding.
• Create and maintain up-to-date support materials.
• Product Adoption & Support:
• Deliver tailored training sessions to boost product understanding.
• Respond to customer inquiries within agreed SLAs.
• Process Improvement:
• Regularly implement customer feedback to improve products and processes.
• Ensure all support resources remain current and relevant.

INDWZM

• Have a HLTA qualification equivalent or above.
• Proven ability to build meaningful customer relationships and deliver exceptional service.
• Outstanding verbal and written communication skills to present complex concepts clearly.
• Creative and proactive problem-solving abilities.
• Quick learner with the ability to explain technical solutions to a non-technical audience.
• Experience in customer success or support roles.
• Proficiency in Microsoft 365 and CRM platforms.
• Strong project management skills for task prioritisation and execution.

• 25 days holiday (which increases by 1 day every year on your anniversary)
• Hybrid working
• Salary up to £35,000