Client Support Executive

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July 12

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SchoolGrid

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Education • SaaS • B2B

SchoolGrid is a UK-based provider of kitchen and meal management software for primary and secondary schools, colleges and catering operators. The company offers a suite of products (ParentGrid, MenuGrid, KitchenGrid, SelfXpress) that handle menu planning, recipes, nutrition and allergy protection, pre-ordering, parent payments, cash and debt handling, and kitchen operations to increase meal uptake, reduce food waste and cut staffing and food costs. SchoolGrid delivers SaaS solutions with training and support, pilots for caterers, and integrations for payments and supplier data, focused on improving efficiency and communication between pupils, parents, schools and caterers.

11 - 50 employees

Founded 2007

📚 Education

☁️ SaaS

🤝 B2B

📋 Description

• Client Support and Case Management • Take ownership of client support requests from initial contact through to resolution, ensuring timely and professional responses. • Prioritise and manage multiple cases using our Zoho Desk system, maintaining accurate, up to date records. • Collaborate with internal teams (Development, Operations and Customer Care) to resolve issues and escalate when required. • Identify recurring issues and suggest process or product improvements to reduce future support needs. • Maintain and report on key metrics such as response times, resolution rates and client satisfaction. • Service Quality and Communication • Ensure all communication with clients is clear, empathetic and solution focused. • Keep clients updated on progress and expected resolution timelines. • Proactively follow up on closed cases to confirm client satisfaction. • Contribute to support materials and FAQs to improve self service options for users. • Internal Collaboration • Work closely with Ops, Sales and Development teams to ensure feedback from clients leads to tangible product or process improvements. • Support project and onboarding teams with post go live client care as needed. • Share insights on common support themes and contribute to team knowledge sharing.

🎯 Requirements

• Experience providing software or technical platform support (SaaS experience preferred). • Excellent written and verbal communication skills, with a calm and confident manner. • Strong organisational skills and the ability to handle multiple cases efficiently. • A methodical, problem solving mindset with an eye for detail. • Empathetic and patient, with a genuine commitment to helping clients succeed. • Experience using ticketing or CRM systems such as Zoho Desk, Zendesk or similar. • Familiarity with education, catering or other service based industries (desirable). • Collaborative team player who thrives in a fast moving environment.

🏖️ Benefits

• 40 days holiday (including bank holidays) because balance matters • Remote first approach, with office access in Shipley • Ongoing development opportunities, including mentoring from senior leadership • Supportive, approachable team culture that values initiative and ideas • Career progression as we grow, we’re creating new roles in client success, service and leadership.