Summary

This role is primarily responsible for delivering high quality support to Edrolo’s end users through diagnosing, resolving, and responding to queries received via email and phone. This role is also responsible for project work and supporting junior team members.

This is completed under close direction of the Head of Customer Service and other team members, and using established practices, procedures, and instructions.

Summary of responsibilities

• Ensure consistently high quality standards of communication to customers, colleagues and key stakeholders.
• Act as an escalation point for any complex or unresolved issues that may arise.
• Diagnose and resolve client/end-user issues using advanced troubleshooting skills, internal resources, and team collaboration.
• Mentor junior support team members through feedback, coaching, and structured upskilling sessions.
• Collaborate with other teams to investigate root causes and create long term solutions.
• Improve upon and maintain internal documentation and customer-facing Help Centre articles.
• Recognise wider patterns in tickets and opportunities for improvement, and report or take action to address as appropriate.
• Support with inbound communications when required, including phone calls.
• Promote a positive, inclusive team culture and engage constructively with feedback.
• Perform other related duties as required, consistent with a Level 3 Support role.

Why join Edrolo?

• Opportunity to make a meaningful impact in the education technology sector.
• Be part of a passionate, mission-aligned group working together to solve real problems in education.
• Bring ideas to life in a fast-moving, product-led company that values experimentation and continuous improvement.