ELVTR
Online Education
StudentCareTeamLead
“Student Care Team Lead at ELVTR. Skills: Team Management, Student Support, Coaching, Process Improvement. Oversee, support, and develop a team of 3 Student Care Representatives. Lead onboarding of new reps and deliver ongoing training”
What You'll Achieve.
Ensure consistent performance and morale; Maintain quality standards; Improve team efficiency; Improve student outcomes; Ensure seamless educational experience; Ensure uninterrupted learning; Impact student satisfaction; Impact student retention; Impact learning success
Industry & Context.
Spot trends; Identify gaps; Resolve issues; Troubleshoot technical issues
What They're Looking For.
Must Have
2+ years in customer support, student success, or client-facing role, Excellent English communication skills, both written and verbal, Ability to perform minor technical troubleshooting, Demonstrated ability to coach, motivate, and hold a small team accountable in a remote environment, Comfortable working with performance data to draw actionable conclusions, Confident and presentable on Zoom, Highly organised with the ability to context-switch effectively
Nice to Have
1 year in a team lead or supervisory capacity, Bachelor's degree in Business, Communications, or a related field
What You'll Do.
and develop a team of 3 Student Care Representatives
Lead onboarding of new reps and deliver ongoing training
Track individual and team KPIs
Act as the first escalation point for student issues
Identify recurring issues and develop SOPs
Compile and present performance reports to management
Manage team scheduling for adequate coverage
Personally manage a portfolio of UK courses
Provide real-time support during live sessions
Foster student-to-student interaction
Facilitate communication between students and instructors
Address and resolve student concerns
How You'll Work.
Team & Collaboration
Work with product team
Communication Scope
Excellent written and verbal English communication
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