Who are we?
We are EnglishScore, an EdTech startup backed by the British Council and Blenheim Chalcot, the UK's leading digital venture builder. Our product is an AI-driven mobile English test, used by higher education institutions, governments, and businesses. Efficient, scalable, and with competitive pricing, we have been growing at a rapid pace around the world!
At the core of our success is our globally distributed team, operating across diverse markets and geographies. In the past year, we have been growing our product support team, and we are now currently looking for a Head of Test Operations that will own the success of our test delivery for our global clients.
Activities:
Reporting to the Director, Global Development. you will own our B2B customer support function, ensuring success and satisfaction from our customers. The scope includes designing and implementing processes, being hands-on in delivering customer support and producing data to track our performance in this area and identify areas for continuous improvement.
Process design and implementation:
- Design and implement processes to help deliver a seamless testing experience for our B2B customers, in particular HEIs
- Create internal and external facing materials to communicate the above processes e.g. a guide to successful testing with EnglishScore
Customer support:
- Design and put in place a tiered system of B2B customer support, including working with the product / tech team to implement the necessary tools
- Communicate with customers to manage expectations and mitigations for known issues
- Provide real-time support to our key customers during testing periods, where required
- Point of contact for our three local Product Support Specialists (1 in Asia, 2 in LATAM), to ensure that they are supporting customers in the most efficient and effective way possible
Customer monitoring, data and feedback:
- Gather information on key testing periods for customers
- Design and produce reports on the success of customer testing periods, including identifying and highlighting areas for improvement
- Liaise with the product team to ensure any issues identified are classified and prioritised appropriately
Customer success:
- Design a solution for surfacing data on customers’ purchased amount and usage against this purchased amount
- Make this data available to the local Account Management deals to enable productive interactions with customers around usage and future requirements
- Design a solution for making this data available to customers - e.g. on the dashboard - and implement customer-level usage quotas based on purchased amounts
About you
This is an incredible opportunity in a high-growth EdTech start-up leading a small but global team.
If you are a natural problem solver who often find yourself thinking about architecting processes, you will be a good fit to the role. Although this might sound very cliche, you must be someone who is a genuine self starter and a do-er, who can discuss an issue at hand, start imagining a solution, and can start drafting up and refining solutions. You feel satisfied being able to start but also complete a project or resolve a situation. You think pre-emptively, and believe that process drives results. You are someone who’s disciplined, diligent, and not afraid to get down to the details. You must be very tech-savvy, as this role requires you to interface a lot with the product and technical team. Finally, you must be empathetic. This role allows you to meet passionate educators and language teachers from all around the world. When there is a crisis, you are able to stay calm and focus on the problem solving steps - because the remedy of every crisis is a better process!
Key skills:
- Process-driven: You can conceive and implement scalable processes which will deliver tangible impact
- Data-savvy: You understand the power of data, how to access and manipulate it, and how to use it to measure the effectiveness of any changes that we make
- Excellent communication skills: Able to speak confidently to key customers and provide positive resolutions
- Self-starter: You will work independently to drive forward our work in this area, working closely with a distributed sales and account management team, and product team. Working between the teams, you will identify areas for improvement and find solutions to address these.
- Problem-solver: You are able to work to solve customers’ problems in real-time, drawing on your knowledge of the product and deep understanding of the customers’ needs
- Speaking a second language, particularly Spanish, is a plus
