Customer Support Specialist - Remote, Freelance/Part-Time

About the role

The Customer Experience team plays an irreplaceable role in our success as a company, representing our customer internally to ensure that we deliver a world-class level of service at scale. As a small team that will be growing at a very fast pace in the next couple of years, we’re at a very exciting stage of this journey and are looking for freelance/part-time Customer Support/Service Specialists to join us.

You’ll be working with our core team of four on all customer service tasks and initiatives related to our students, parents, teachers and schools as well as supporting our wider team of 50 tutors to deliver the best possible learning experience. The goal is to provide a life-changing impact on the educational achievements of all our students, as well as their lives.

This role presents a unique opportunity to gain in-depth exposure to all aspects of the department while collaborating closely with teams across product, engineering, content and learning. It offers an excellent foundation for rapid career growth, paving the way for future roles in customer-facing positions, operations, content development, sales, or marketing.

If you’re up for the challenge, come and join us on this adventure!

About you

You are an exceptionally capable, highly driven and naturally empathetic individual who cares about our mission of pushing the frontiers of effective education, and having a tangible impact on thousands of young people. You have a passion for education and a hunger to learn about how you can deliver the best possible customer experience supporting our students, parents and teachers as they navigate through our platform.

This fully remote, freelance role allows you to manage how many hours you do and when you do them, enabling you to easily fit in your other commitments e.g. travelling, university, new parents looking for flexibility, a second job to top up your income. You would be joining a diverse team of 50 tutors with a wide range of backgrounds and interests. We put a lot of effort into building a hard-working but caring environment and are looking for individuals to add value to our super smart, fiercely passionate and incredibly skilled customer experience team. 

Responsibilities

• Deliver outstanding customer experiences: Ensure that every student, parent, or teacher you interact with leaves with a ‘wow’ feeling, reflecting our commitment to excellence and empathy in every conversation.
• Master customer-facing tools and processes: Become an expert in the tools, touchpoints, and applications critical to delivering a world-class experience, ensuring seamless support across all customer interactions.
• Handle escalations with care and expertise: Effectively manage escalations, reviews, and feedback, demonstrating deep empathy and active listening to resolve inquiries confidently and consistently.
• Troubleshoot technical issues methodically: Use a logical, methodical approach to quickly diagnose and resolve technical issues that may arise while using our courses, liaising with our product and engineering teams, ensuring a smooth learning experience for all customers.
• Use analytical and problem-solving skills: Leverage strong analytical thinking to identify patterns, opportunities for improvement, and process enhancements that drive efficiencies and elevate the overall customer experience.
• Support smooth customer service operations: Ensure all customer service tasks are completed promptly and to a high standard, while collaborating with tutors and the customer experience team to maintain a cohesive support environment.
• (Optional) Contribute to scaling initiatives: Work alongside Customer Experience Management to implement strategic projects that will prepare Up Learn for its next phase of growth, fostering innovation and continuous improvement.

Requirements

If you don’t meet every requirement below but you still believe you’re the right person for the role and are willing to learn, we strongly encourage you to apply

• Outstanding communication skills, both written and spoken, with the ability to maintain a consistently positive, friendly, and clear tone across all interactions with students, parents, and teachers.
• Strong empathy and active listening skills, with the ability to understand customer needs deeply and respond confidently, ensuring a customer-first approach in every situation.
• Comfortable managing escalations and high-pressure scenarios, with the capability to remain calm, composed, and solution-oriented while resolving customer concerns.
• Highly analytical with strong problem-solving abilities, able to quickly identify and troubleshoot technical issues, as well as recognise opportunities for process improvements to drive efficiencies.
• Ability to learn and master customer-facing tools and systems, ensuring seamless execution of support functions and a world-class experience at every touchpoint.
• Exceptional organisational and time management skills, with a proven ability to handle multiple tasks simultaneously while maintaining attention to detail and meeting high standards.
• Self-motivated with a proactive approach to challenges, consistently taking initiative to improve processes and support scaling initiatives in a fast-paced, growing environment.
• Team player with a collaborative mindset, able to work closely with tutors, the customer experience team, product, engineering and other teams across the business to ensure a smooth customer service operation.
• Preferred but not essential: Experience in customer-facing, technical support, education, or operations roles, or exposure to scaling companies during periods of growth.