Customer Relations Hero

Customer Relations Hero (German language)
Hi and welcome to our job post, We have an exciting opportunity for a Customer Relations Hero to join our team! We are expanding our EdTech scaleup Bijles Aan Huis/Lernigo… let us dive right into it….
Bijles Aan Huis / Lernigo is a platform that connects students (middle school and high school) with selected tutors. We're an innovative and progressive scale-up with one mission: to make education accessible for everyone. We make it easy for the student to find their own tutor. When the tutor and student find each other, we facilitate the student experience with tools, learning material, didactic guidance and more. And we do all this, while pricing fairly. We are a promising tech-savvy startup-moving-into-scaleup that launched our product in the Netherlands in 2020 (Bijles Aan Huis) and in Germany (Lernigo) in 2021. Ever since the launch, we have seen explosive growth in the number of students, tutors, and revenue. This growth resulted in more funding which allowed us to hire more talent to help us build a better product and accelerate our growth (like with the expansion to Germany). We have a fully remote team of 20 from all over the world. It's working, we're growing fast, we've got excellent backing, there are some very exciting times ahead for us and we are hiring to expand our team! 🚀💪

Some Perks of the job

✅ 100% remote, work wherever you want!
✅ Have an impact on the lives of thousands of students and tutors
✅ Long-term work (not project based)
✅ Work in a diverse team with multiple nationalities
✅ The chance to join us from the early stages and be part of an exciting and rapid growth journey
✅ Learning opportunities through constant new challenges

Following our expansion, our work in the Germany sector is growing and we are looking to add a Customer Relations Hero to our already awesome Support team. Currently we have two Customer Success Heroes in our Support DE team and they both work as part of the wider Support team. We are looking for a Customer Relations Hero to join and take full ownership of the role, with both a hands-on mentality and the quality to bring teams and processes to the next level. This role will have overall responsibility for regular customer calls, customer engagement, tutor engagement and customer representation to our other teams. In addition, this role will focus on managing relations for all of our students and tutors. An overview of responsibilities are below:
Managing relations (through consistent and regular calling) with tutors and students, helping them to feel connected to the company and to give them a ‘personal touch’ to the service we provide. You will listen to their challenges, offer them your help in finding the right tutor and tell them about our services that will be of benefit to them.
Responsible for regular introduction evaluation calls with newly registered students to give them full support, guidance and benefit of our platform as well as gaining insights on if they are happy with the platform and how the tutor communicated with them.
Responsible for calls with tutors twice a year to gain an understanding of progressions and their happiness with students and the platfom.
Responsible for and contributing to improving the entire customer journey and the product - as a Customer Relations Hero, you will be the first access point for our customers. Because of that, you will be able to better understand customer needs and therefore continuously contribute to the improvement and development of the Lernigo product (the website) and the Lernigo experience (both offline and online)

Who we think would be a good match

You speak and write fluently in both German and English
You like to take full ownership of a role and proactively improve processes
You have a good understanding of sales and the ability to promote products
You have some understanding of the schooling/tutoring market, so you know what customers want
You love talking to customers (parents and students), and pride yourself in building up meaningful relationships with customers
Previous sales experience in a customer-facing role
You are able to commit for a long-term contract of 30-40 hours per week
The working times can be quite flexible, but should be at least somewhere between 9AM and 8PM CEST from Monday to Friday.
You can professionally represent the company towards our tutors and students and make a professional impression
You are collaborative, helping to improve the overall team performance
A solid internet connection is a must

Do you feel that you would be a good fit for our team? Does this sound like a business you would love to be part of? If "yes!!" then please reach out to our HR Manager, Kim, below and tell us why you are the best fit for our team. We look forward to hearing from you!