Founded in 2012 by two ambitious students in Tilburg (the Netherlands), Scribbr started as a Proofreading & Editing company with only one editor. Today, our team of more than 800 editors, citation and layout experts worldwide provides proofreading and editing in 10 different languages to help students achieve their academic goals.
Combining years of experience in academic writing with technical know-how, we have successfully expanded our service portfolio by electronic tools like the Plagiarism Checker, Citation Generator, Citation Checker and a public Knowledge Base, which is used by millions of students and educators every year.
We’re proud to be a trusted brand in EdTech and continue to strive to make students 100% happy.
In this role, you will be the link between the Head of Customer Operations and the support team. Together with our Customer Happiness Specialist, you’ll not only oversee daily support operations, but you’ll also ensure that the support team is fully staffed and trained to provide great customer care 24/7. You will ...
Train the support team on the job by answering their questions ad-hoc, conducting monthly assessments to help them improve their performance and organizing the bi-annual support workshop.
Managing these diverse responsibilities will enable you to analyze support workflows and areas of improvement to make our customer experience even better. You’ll define quarterly goals by taking into account feedback from students and support as well as your own research and make them happen!
Your work will have a direct impact on the quality of our support and customer satisfaction; Ensuring that customers have a good experience and decide to leave positive reviews ultimately makes this role crucial for the success of our business.
Over time, you’ll get to know multiple areas of the business (operations, finance, quality management) and learn how to form and train a dynamic team. This will allow you to pursue a self-designed growth path in Operations, e.g. becoming the next Support Team Lead or taking on Business Development projects.
Head of Customer Operations
Customer Happiness Specialist
Do you want to join our team as our new Support Operations Manager? Then we'd love to hear about you!