School Support Specialist

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November 12

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Timely Recruit Ltd

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Recruitment • Energy • Utilities

Timely Recruit Ltd. is a professional recruitment agency focused on serving the Utilities and Energy industry in the UK. They specialize in connecting skilled candidates to roles within various sectors including Water, Electricity, and Gas companies, ensuring a smooth and efficient hiring process. With extensive experience in the Energy and Utilities market, Timely Recruit aims to enhance the quality of talent in sectors such as Renewable Energy, Power Generation, and more, adapting to the evolving landscape of the industry.

11 - 50 employees

Founded 2016

🎯 Recruiter

⚡ Energy

📋 Description

• Provide front-line support & ensure customer success • Manage the day-to-day support queue of customer inquiries and issues for the Timely school scheduling solution. • Provide timely, accurate, and professional resolution for general customer inquiries and issues (e.g., app navigation, functionality questions, user access/login issues, basic issue resolution, etc.), ensuring a high first-response resolution rate. • Serve as a dedicated support resource for one of our customer implementation teams, working closely with the School Success Managers (SSMs) to triage and resolve issues efficiently, escalating when necessary. • Catalogue and categorize all inbound support requests, creating a clear, actionable picture of the types of support requests Timely receives and implications across functional areas. • Contribute to the continued evolution of our support strategy by analyzing ticket volume, resolution times, and customer feedback to develop clear recommendations for improving service delivery. • Own and update customer support resources by drafting, reviewing, and organizing help center articles and internal documentation based on recurring user questions and feature releases. • Support quality assurance by testing new features and product releases prior to launch to ensure a smooth customer experience and troubleshoot potential support issues proactively. • Pitch in wherever and whenever is needed to contribute to team success, embodying the spirit of a small and quick-moving team.

🎯 Requirements

• A minimum of 2 years of experience in schools or educational technology organizations, giving you foundational insight into the K-12 environment. • Exceptional written communication skills, with a proven ability to explain complex technical concepts in simple, user-friendly language. • An analytical mindset and comfort with using data (ticket trends, categorization) to inform strategic decisions. • A passion for education and improving how schools operate. • Direct experience using a modern ticketing system (e.g., Help Scout, Intercom, Zendesk). • Experience in a fast-paced, high-growth entrepreneurial environment.

🏖️ Benefits

• Health: medical, dental, vision, and an employee contribution-only 401(k) plan • Flexible PTO • Personal growth: at our current early stage there will be many professional development opportunities as the company grows and evolves requiring our founding staff to grow with it