Operations & Customer Experience Assistant - Graduate Opportunity

**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