Role Overview:

We’re looking for an organised, detail-oriented Operations & Customer Experience Assistant to join Chatterbox. This is an excellent opportunity for someone at the start of their career who wants hands-on experience in operations, customer support, and process management within a fast-paced, mission-driven EdTech company.

In this role, you’ll support our day-to-day operations, helping onboard learners, managing administrative tasks, and assisting internal teams. You’ll play a key role in ensuring that our learners and coaches have a smooth, seamless experience, contributing directly to the impact of our mission.

You’ll quickly take ownership of the Help Desk function, resolving learner and coach tickets with a high standard customer service. This includes updating and managing our back-end learning platform and clearly communicating issues with screenshots and explanations to help educate users and prevent repeat queries.

You’ll also use Excel and other tools to assist in analysing learning trends and preparing monthly updates and reports for customers. Experience with databases, formulas, pivot tables, and charts is highly desirable.

As Chatterbox is a small, fast-paced team, you should be comfortable adapting quickly, wearing multiple hats, and responding to the changing needs of the business.

Key Responsibilities:

Help Desk & Customer Support

• Serve as the first point of contact for urgent learner or coach issues, including cancellations, technical problems, or questions.
• Escalate technical issues internally as needed.
• Monitor recurring issues and recommend improvements to processes.

Learner Support & Administration

• Perform back-end administrative tasks to onboard new learners and update existing accounts.
• Track learner engagement and gather feedback to inform improvements.
• Monitor dashboards and create simple updates to share internally and externally.
• Assist in collecting feedback to enhance the learner experience.

Dashboard Monitoring & Escalation

• Monitor operational dashboards to identify trends or issues.
• Escalate platform issues internally to the relevant teams.

General Administrative Support

• Schedule meetings and manage calendars for leadership.
• Maintain accurate internal records and databases.
• Support special projects assigned by the leadership team.

Key Metrics for Success:

• Keeping records and data accurate and up to date.
• Resolving urgent learner or coach issues quickly and effectively.
• Collaborating smoothly with internal teams and external stakeholders.
• Helping create a positive, seamless experience for learners and coaches.

What We’re Looking For:

Essential:

• Able to thrive in a fast-paced startup environment.
• Organised, reliable, and detail-oriented.
• Strong communication skills in English (written and verbal).
• Familiarity with back-end systems and platforms.
• Experience analysing data in Excel, including the use of formulas, pivot tables, and charts.
• Comfortable learning new tools and systems.
• Good problem-solving skills and proactive in asking questions.
• Enthusiastic about supporting a positive, mission-driven organisation with social impact.

Nice to have:

• High proficiency in additional languages.
• Experience in administrative, support, or customer-facing roles (internship or volunteer work counts).
• Experience working in a B2B SaaS business.
• Comfortable using tools like Google Sheets, Slack, Zoom, Teams, HubSpot, and Power BI.
• Interest in EdTech, language learning, or education.

Other Details:

Reports to: Customer Success Manager
Works closely with: Customer Success, Product and Operations
Location: Remote-first (Europe time zone preferred)
Employment type: Full-time
Compensation: Up to £1,500/month gross

Important: Please don’t use AI in your answers. If it’s detected, it will mean automatic disqualification. We really value short, clear, human-written responses as they help us get to know you better!