Remote Executive + User Training Jobs in Jan 2021 Open Startup
RSS
API
Remote HealthPost a job

find a remote job
work from anywhere

Browse 2 Remote Executive User Training Jobs in January 2021 at companies like Aula and working as a Senior Product Support or Product Support Manager. Last post

Browse 2 Remote Executive User Training Jobs in January 2021 at companies like Aula and working as a Senior Product Support or Product Support Manager. Last post

Remote HealthPost a job

Join 86,987+ people and get a  email of all new remote Executive + User Training + jobs

Subscribe
×

  Jobs

  People

👉 Hiring for a remote Executive + User Training position?

Post a job
on the 🏆 #1 remote jobs board
Remote Health by SafetyWing
Global health insurance for freelancers & remote workers
Remote Health by SafetyWing
Global health insurance for freelancers & remote workers

This month's remote Executive + User Training jobs

Aula


Product Support Manager

verified
United Kingdom

Product Support Manager


Aula

United Kingdom

technical troubleshooting

 

user training

 

zendesk

 

edu

 

technical troubleshooting

 

user training

 

zendesk

 

edu

 
# **The short version ⏳**\n\n**Mission:** Be a key, strategic member of our Product Support Team, and deliver ***"Educator love"*** by a thorough understanding of Aula, the platform and our partners (a community of 50k+).\n\n**Why:** Engagement is one of the most strongly-correlated predictors of success in learning. We are shaping how teachers teach and making every student feel a part of their classroom.\n\n**Who:** You are a natural-born problem solver with a partner-first mindset. You're not phased by challenges (let it be technical troubleshooting or solving complex client queries), and relish working in an ever-changing environment where no two days are alike.\n\n## What is [Aula](https://aula.education)? 🐝\n\nAula is a remote-first 30-person education startup building a learning experience platform.\n\nOur mission is to make engaging teaching and learning the norm.\n\nWe work with institutions like Coventry University and Glasgow University.\n\nThink of Aula as the heart of a university's digital campus: a shared space that brings together students, staff, and educators.\n\nRead more here:\n\n[This is Aula](https://www.notion.so/This-is-Aula-b8f80a8dd77e47858010b8a6ea553ca2)\n\n## 🛠The Role: Product Support Manager\n\nAs a strategic member of our Product Support Team, ***you'll ensure the highest level of support to the Aula partner community***. Thinking critically around the services and support, and challenging the status quo to drive customer satisfaction is what you'll do best.\n\nBy developing an expert-level knowledge of the entire Aula platform, you'll ensure all our users receive the same, outstanding level of support during low and peak seasons. You'll thrive to achieve the highest level of quality possible and will coach and educate the wider Product Support Team and our educator community to encourage engagement. \n\nWe are one of the fastest-growing Higher Education platforms in Europe, we currently have a 50k (and growing) community of Aula users. We work under the model of 'following the sun' so support is there for our users 24/7. We believe that support is not a cost centre for us, but it's a strategic advantage!\n\n- We on average ***solve 500 tickets per day, with a median 30-minute first-reply time and 2 hour resolution time***.\n- Recently, we discovered an issue that wasn't directly our fault around student enrollment. We put together a new way to fix it, and in less than a week had fixed over 3000 enrollment issues so that students weren't blocked from learning.\n\nThis is an opportunity to think big and impact the way we support our users from day 1! This role will give you the opportunity to be the strategic voice of our users and helps us build the world's best product support function ever.\n\n**In this role, you will:\n**\n- Communicate best practices ensuring our users’ needs are met using the Aula platform to improve user satisfaction.\n- Ensure all users receive the same, outstanding level of support during low and peak seasons, delivering mind-blowing support with the highest level of quality to exceed our users’ expectations taking a minimum of 30 tickets/day whilst maintaining CSAT above 94%.\n- Coach other team members on quality to constantly exceed personal and team goals.\n- Diagnose and troubleshoot product issues/bugs and apply creative solutions for resolution/workarounds independently.\n- Coach and educate users via training to encourage engagement; independently creating content to support this.\n- Make specific recommendations to significantly reduce ticket volume.\n- Change the operations of other teams through feedback and escalation of issues.\n- Provide input on processes to drive efficiencies (automation, content etc.)\n- Run and communicate small cupcakes to improve team effectiveness.\n\n# **We’d love to hear from you if… 🔍**\n\n**You have:\n**\n- Previous experience in a technical support/customer support role.\n- A **technical aptitude** for, and experience troubleshooting web and mobile applications in a SaaS environment. (It would be great if you had a basic understanding of APIs)\n- A demonstrable history of regularly exceeding targets.\n- Experience creating and delivering training to users.\n- Used Zendesk before.\n- Worked closely with product teams.\n- Excellent problem solving and analytical skills with great attention to detail.\n- Excellent written and verbal communication skills in English.\n- The ability to multitask and keep up with a fast-paced start-up environment.\n\n**You:\n**\n- Appreciate the value of diverse and inclusive teams.\n- Thrive in caring and direct feedback environments.\n- Like to improve your process as much as you like to improve your product.\n- Respond positively to change, demonstrating flexibility in shifting priorities with seasonality (and sometimes with weekend work)\n- Like to think outside of the box to continuously improve the way we work.\n\nPlease note the qualifications and experiences above are a guide and we’d still love to hear from candidates with more or less experience, provided the requisite skills can be demonstrated.\n\n\n## **What it's like to work at Aula**\n\nWe've open-sourced our handbook, the [The Aula Brain](https://www.notion.so/The-Aula-Brain-4da091a8797840108311d99815b3b36f), so you can see for yourself.\n\nHere are some pages you might be particularly curious about:\n\n- [Why Aula is remote](https://www.notion.so/Why-Aula-is-remote-e6555a0525eb4caf95ba289aabae7cb6)\n- [Social life](https://www.notion.so/Social-life-de7bb346871b44679c0cf0ee82e33dbc)\n- [Benefits](https://www.notion.so/Benefits-9294200055aa466ba9635f47408978e1)\n- [Mission and Virtues at Aula](https://www.notion.so/Mission-and-Virtues-at-Aula-9f2c356b2d8e44f9bfdb772ec3ca396c)\n- 📈 [What Aula team members think it's like to work here](https://blog.aula.education/the-dirty-laundry-what-is-it-really-like-to-work-at-aula-247288bf1eac)\n\n\nHere at Aula, we take diversity and equal opportunity seriously. We are committed to building a team that represents an array of perspectives and skills, irrespective of their background. The more inclusivity we bring, the better our work and culture will be. \n\nHowever, we can put our hands up and say that we are not perfect. So, if you feel like there is anything that we can do to create a more comfortable and safe interview experience for you, please let us know. \n\nAll the best,\n\nThe Aula Team 👋\n\n#Location\nUnited Kingdom


See more jobs at Aula

Previous remote Executive + User Training jobs

Aula


Senior Product Support

verified closed
CST +/- 2 Hours

Senior Product Support


Aula

CST +/- 2 Hours

customer support

 

technical support

 

saas

 

zendesk

 

customer support

 

technical support

 

saas

 

zendesk

 
This job post is closed and the position is probably filled. Please do not apply.
# **The short version ⏳**\n\n**Mission:** Be a key, strategic member of our Product Support Team, and deliver ***"Educator love"*** by a thorough understanding of Aula, the platform and our partners (a community of 50k+).\n\n**Why:** Engagement is one of the most strongly-correlated predictors of success in learning. We are shaping how teachers teach and making every student feel a part of their classroom.\n\n**Who:** You are a natural-born problem solver with a partner-first mindset. You're not phased by challenges (let it be technical troubleshooting or solving complex client queries), and relish working in an ever-changing environment where no two days are alike.\n\n## What is [Aula](https://aula.education)? 🐝\n\nAula is a remote-first 30-person education startup building a learning experience platform.\n\nOur mission is to make engaging teaching and learning the norm.\n\nWe work with institutions like Coventry University and Glasgow University.\n\nThink of Aula as the heart of a university's digital campus: a shared space that brings together students, staff, and educators.\n\nRead more here:\n\n[This is Aula](http://www.notion.so/This-is-Aula-b8f80a8dd77e47858010b8a6ea553ca2)\n\n## 🛠The Role: Senior Product Support\n\n\nAs a strategic member of our Product Support Team, ***you'll ensure the highest level of support to the Aula partner community***. Thinking critically around the services and support, and challenging the status quo to drive customer satisfaction is what you'll do best.\n\nBy developing an expert-level knowledge of the entire Aula platform, you'll ensure all our users receive the same, outstanding level of support during low and peak seasons. You'll thrive to achieve the highest level of quality possible and will coach and educate the wider Product Support Team and our educator community to encourage engagement. \n\nWe are one of the fastest-growing Higher Education platforms in Europe, we currently have a 50k (and growing) community of Aula users. We work under the model of 'following the sun' so support is there for our clients 24/7. We believe that support is not a cost centre for us, but it's a strategic advantage!\n\n- We on average ***solve 500 tickets per day, with a median 30-minute first-reply time and 2 hour resolution time***.\n- Recently, we discovered an issue that wasn't directly our fault around student enrollment. We put together a new way to fix it, and in less than a week had fixed over 2000 enrollment issues so that students weren't blocked from learning.\n\nThis is an opportunity to think big and impact the way we support our customers from day 1! This role will give you the opportunity to be the strategic voice of our users and helps us build the world's best product support function ever.\n\n***In this role, you will;***\n\n- Communicate best practices ensuring our users’ needs are met using the Aula platform to improve user satisfaction.\n- Ensure all users receive the same, outstanding level of support during low and peak seasons, delivering mind-blowing support with the highest level of quality to exceed our users’ expectations taking a minimum of 30 tickets/day whilst maintaining CSAT above 94%.\n- Coach other team members on quality to constantly exceed personal and team goals.\n- Diagnose and troubleshoot product issues/bugs and apply creative solutions for resolution/workarounds independently.\n- Coach and educate users via training to encourage engagement.\n- Make specific recommendations to significantly reduce ticket volume.\n- Change the operations of other teams through feedback and escalation of issues.\n- Provide input on processes to drive efficiencies (automation, content etc.)\n- Run and communicate small cupcakes to improve team effectiveness.\n\n# **We’d love to hear from you if… 🔍**\n\nYou have\n\n- A **technical aptitude** for, and experience troubleshooting web applications and mobile applications in a Saas environment. (It would be great if you had a basic understanding of APIs)\n- Previous experience (4+ years) in a technical support/customer support role.\n- A demonstrable history of regularly exceeding targets.\n- Experience creating and delivering training.\n- Used Zendesk before.\n- Worked closely with product teams.\n- Excellent problem solving and analytical skills with great attention to detail.\n- Excellent written and verbal communication skills in English.\n- The ability to multitask and keep up with a fast-paced start-up environment.\n\nYou\n\n- Appreciate the value of diverse and inclusive teams.\n- Thrive in caring and direct feedback environments.\n- Like to improve your process as much as you like to improve your product.\n- Respond positively to change, demonstrating flexibility in shifting priorities with seasonality (and sometimes with weekend work)\n- Like to think outside of the box to continuously improve the way we work. \n\n#Salary\n$64,000 — $73,000\n\n\n#Location\nCST +/- 2 Hours


See more jobs at Aula

# How do you apply?\n\n This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.
291ms