ELVTR
Online Education
SupportTeamLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Support Team Lead at ELVTR. Skills: Team Management, Student Support, Process Improvement, Escalation Handling. Oversee, support, and develop team. Lead onboarding and training”
What You'll Achieve.
Ensure consistent performance and morale; Maintain quality standards; Improve team efficiency and student outcomes; Ensure adequate coverage across UK market hours; Ensure seamless educational experience; Ensure uninterrupted learning; Directly impacting student satisfaction, retention, and learning success
Industry & Context.
Analytical Thinking
What They're Looking For.
Must Have
2+ years in a customer support, student success, or client-facing role, 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, able to host both student-facing and internal team meetings, Highly organised with the ability to context-switch effectively between leadership responsibilities and hands-on student support, Excellent English communication skills, both written and verbal
Nice to Have
At least 1 year in a team lead or supervisory capacity, A Bachelor's degree in Business, Communications, or a related field
What You'll Do.
Lead onboarding and training
Track individual and team KPIs
Act as first escalation point
Identify recurring issues and gaps
Compile and present performance reports
Manage team scheduling
Personally manage UK courses
Provide real-time support during live sessions
Foster student-to-student interaction
Facilitate communication between students and instructors
Resolve student concerns
How You'll Work.
Team & Collaboration
Work with product team
Communication Scope
Excellent written and verbal English communication
Full Job Description
ELVTR is a premier online education platform specializing in live courses led by industry experts from global companies such as Nike, Netflix, Google, and more. Since our establishment in 2020, we have grown from a small team to 140 talented members, delivering education to over 17,000 students worldwide. We are currently expanding our team to support our growing network of instructors and the continued scale of our live course offerings. **Position Overview** We are seeking a Support Team Lead for the UK Market to manage a team of 3 Student Care Representatives while personally owning a portfolio of UK courses as a practising rep. This is a dual role — half your time will be spent leading, coaching, and improving team performance; the other half delivering direct, high-quality student support. You will be the quality benchmark for your team and the primary escalation point for the UK market. _**This is a full-time remote position.The Working Hours for this role are 10AM-6PM BST.**_ **This role is for you if you are:** * A Natural Leader: You inspire and develop those around you, setting clear expectations while creating a culture of accountability and care. * A People Pleaser at Heart: Even in a leadership capacity, you stay close to the student experience and find genuine satisfaction in resolving issues and delighting people. * A Clear Communicator: Your written and verbal English is excellent — whether coaching a rep, de-escalating a student concern, or writing a process doc. * Data-Driven: You use metrics and feedback to spot trends, identify gaps, and continuously raise the bar for your team. * A Tech-Savvy Troubleshooter: Comfortable navigating multiple platforms and helping others do the same. * A Process Builder: You can identify inefficiencies and turn them into scalable, repeatable workflows. **Responsibilities** Team Leadership (≈60%) * Team Management: Directly oversee, support, and develop a team of 3 Student Care Representatives, ensuring consistent p
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