Customer Success & Operations Executive

Description:

We’re looking for an exceptionally reliable, confident and organised professional to support parents, manage trial-session experiences and coordinate our daily tutoring operations. As a key point of contact for families, you will represent SmartEdge with warmth, clarity and professionalism.

Your responsibilities

• Handle prospective parent enquiries and sales calls, understand their children’s learning needs, explain our services and guide families through trials and enrolment.

• Open trial sessions, welcome families and introduce tutors. Remain present and available throughout each assigned trial, then close the session, gather feedback and explain next steps.

• Coordinate busy evening operations: respond to simultaneous messages, follow up on missing students or tutors, and help resolve connectivity and scheduling issues.

• Support existing families, liaise with tutors and maintain accurate records and follow-ups in our internal portal.

• Take ownership of day-to-day issues, prioritise effectively and escalate promptly when needed, allowing tutors to focus on teaching.

What we’re looking for

• Excellent spoken and written English, with clear pronunciation and confident, natural communication with UK parents.

• A warm, professional manner on telephone and video calls.

• Exceptional reliability, punctuality, attention to detail and follow-through.

• The ability to remain calm, organised and responsive when several issues arise at once.

• Your own laptop, reliable high-speed internet, backup arrangements for connectivity and power interruptions, and a quiet workspace.

• Experience in customer support, education counselling, sales or operations coordination is preferred.