Work at Lessonspace

Lessonspace is here to make teaching easier. We’re a fast-growing software company that provides tools for live, collaborative online learning. Thousands of hours of lessons are taught around the world every day using Lessonspace. Founded in South Africa, Lessonspace now operates globally, with Europe and North America as our biggest markets. During Covid, we grew 10X and we’re looking for a diligent and empathic Customer Success Specialist to support our customers as they transition online.

As part of our support team we will look to you to identify and respond to the needs of tutoring and teaching organisations around the world that use Lessonspace.

As a Customer Success Specialist, you will be required to:

• Respond timeously to support requests, and triage problems based on their severity and urgency. Help solve problems for customers, and guide them in resolving issues themselves in future, both via email and phone/video call.
• Identify common issues faced by customers and prepare qualitative feedback for the product & sales team to prioritise platform improvements.
• Check-in with and manage customers where you can help them increase engagement in the platform or who are losing engagement with the platform.
• Create new, and improve existing help guides and video tutorials to ensure that customers can easily find answers to their questions.

Requirements of the role:

• A support professional with experience in B2B SaaS, or in Education Technology.
• Exceptional communication skills via phone and email, especially in a support environment.
• Strong technical skills, and the ability to quickly identify the root cause of problems for all customers, whether using our basic features or our more advanced API functionality.
• Regular user of Lessonspace, room.sh, Teams, Meet, Zoom, or other live video apps.
• Ability to organise and manage one’s own time and meetings strategically and effectively. Patient and supportive and draws energy from interactions with people.

Realities of the Role

Working in a remote support role and with education partners, some days might feel monotonous while others will be very high energy. Ensuring that customers are not just adjusting but thriving while adopting new software systems can be a challenging but a hugely rewarding process. Oftentimes, you will need to be supporting multiple clients of various sizes and complexities and ensuring their growth in using Lessonspace for their online teaching.

Working at Lessonspace is exciting and we are treading new territory in the Education technology industry. As a support specialist, you will have the opportunity to contribute significantly to the success of our customers while we grow during this pivotal time.

What will help you to find success in this role:

• Supportive and empathic personality.
• A positive and persistent attitude is a must when supporting customers who may be frustrated or confused.
• Resilience; you aren’t beaten down when faced with rejection or challenge.
• Attention to detail and a strong foundation of the basics. E.g. You respond quickly to customer queries and follow up with helpful and professional solutions.
• A consultative customer service mindset; you have a strong desire to draw out feedback from our clients and can present creative ways of solving problems our clients face .
• Being solution-oriented.
• Strong desire to help people: you derive genuine pleasure from helping customers succeed.

Remuneration and work environment:

• Lessonspace is a fully-remote team, from time-to-time we might ask you to join us at an onsite office should it practically make sense.
• You will report directly to the head of business development.
• Remuneration is between R10-15k per month based on experience.