- Applications are considered on a rolling basis
- Multiple locations
- Remote
Job Description
Role title: Customer Experience Specialist
Department: B2B Customer Success
Reporting to: Customer Experience Manager
Salary range: £23-£25,000 per annum plus target bonus
Schedule: Full time
Location: Hybrid/Office option in Glasgow or Edinburgh
About The Albert Group
The Albert Group is a global provider of EdTech solutions for schools and families. Founded in 2015, our mission is to democratize education and give every child the opportunity to reach their full potential. Through our portfolio of educational apps, media and hands-on kits, we make learning engaging and personalized in order to have the greatest impact on young learners.
The Group consists of six brands – Albert, Sumdog Strawbees, Swedish Film, Jaramba and Holy Owly and delivers educational tools for both B2B and B2C customers with core markets in the US, UK and Sweden.
About the role
You’re the first point of contact for customer support queries at Sumdog but your role goes beyond answering questions - you’ll proactively support teachers, troubleshoot technical issues and help shape the overall customer experience.
This role sits in the Customer Success Team but you’ll work closely with the Technical Team to resolve complex issues, with the Product Team to surface user feedback and with the wider RevOps Team (Customer Success, Sales and Marketing) to share insights that drive retention and unlock new business opportunities.
This is a dynamic, fast-paced role where priorities can shift so we’re looking for someone adaptable and ready to jump into new challenges.
As you’re building relationships and collaborating across teams, this role offers a great entry point into the tech industry. You’ll gain exposure to different functions and develop valuable skills - whether you’re interested in growing into a RevOps role or exploring a future in Product.
Key Responsibilities
- Resolve customer problems efficiently and with care using HubSpot, turning support queries into opportunities to build positive, long-term relationships
- Maintain professional and clear records on our CRM tool (Hubspot) ensuring all customer queries and issues are properly tracked, followed up and shared with relevant team members
- Collaborate with the wider RevOps team (customer success, sales and marketing) and Product and Tech Teams to grow and retain our user base. You’ll play a key role in connecting customer voices to the rest of the business.
- Set up & troubleshoot school integrations with our 3rd party applications. You'll help schools get fully set up with Sumdog by guiding them through technical integrations with our partner platforms.
- Know when to loop in the technical team for deeper investigation and when to bring business opportunities to the wider RevOps team.
- Take ownership of ensuring our knowledge base and internal guides remain accurate, user-friendly and reflective of the latest product updates.
Work with great people
Skills & Requirements
About You
- Previous customer-facing experience: You’ve worked directly with customers in some capacity - whether that’s in support, sales, retail, hospitality or another people-based role. You know how to deliver exceptional customer support
- Tech-savvy: Experience with tools such as Google Sheets, CRMs (e.g. Hubspot) and Slack with a confidence to expand your technical knowledge and use problem solving skills to uncover and resolve technical issues
- Innovative problem solver: You’re great at detective work - getting to the root cause of issues - and working both independently and collaboratively to come up with creative solutions
- Effective communicator: Your written and verbal communication are thoughtful, clear and professional and you can confidently translate customer needs to other teams
- Team player: You excel at building relationships with both customers and colleagues
- Adaptable: You’ll love a challenge and are energised by growth and change. Whether it’s learning a new process, engaging in team training or developing your own personal skills - you stay positive and solution-focused.focused.
- Passionate about EdTech or Education: Like the rest of the team, you’re driven by improving education through technology and making a meaningful impact on children’s lives around the world. Everyone’s contribution at Albert is vital to achieving our mission and that will be at the heart of your day-to-day work.
- Please do not hesitate to apply even if you do not think you meet all of the requirements. You may have experience outside of our requirements that will make you a great candidate or you may have strengths in areas that we may not realise until we review your CV or interview you.
What we offer
- An exciting and vibrant working culture that celebrates creativity and collaboration.
- Flexible and remote working with equipment provided.
- Hybrid-working opportunities available in our Glasgow and Edinburgh offices
- Dedicated learning time and professional development.
- A chance to be part of a purpose-driven company, making a real difference in children's education around the world.
Great Place to Work
Lots of activities, both on and off work hours!
Flexible work hours
Offices all around Europe
About the company
At Albert, our vision is that every child across the globe has access to a tailored learning experience.
In a group of really passionate and talented people, we've chosen to contribute to our vision by building a series of games that give children a world-class, gamified, and fun experience while improving their mathematical and linguistic skills. Our aim is to combine content, data, and technology in a magical way to customize the learning experience of each individual user, irrespective of their age.
We're a fast-paced scale-up, where the route from idea to decision is shorter than to the coffee machine. Our company culture is strong, and curiosity and innovation is at the core of everything we do. And we all strongly believe that work should be full of joy and sparks.
Join our journey, and we'll make sure you will have a blast!
2015Albert was founded with main focus on schools
2019Albert junior was released as a mobile app and focuse changed into b2c market
2020Albert expands and goes into Norway, Denmark and Poland!
2021Albert entered the stockmarket and acquired Jaramba and Sumdog
2022At present, over 300,000 families in 7 different countries have chosen Albert as their digital math teacher, a trust we are very proud of! Albert expands and enters Finland Albert acquired three more companies Strawbees, Swedish film and Holy Owly. We are now on our way to become the biggest edTech company in Europe!
2023Holy Owly Math launches in France with a great success and Albert Junior launches its first Math book!
