Overview
Description
ELVTR is a premier online education platform specializing in live courses led by industry experts from global companies such as Nike, Netflix, Google, and more. Since our establishment in 2020, we have grown from a small team to 140 talented members, delivering education to over 17,000 students worldwide. We are currently expanding our team to support our growing network of instructors and the continued scale of our live course offerings.
Position Overview
We are seeking a Support Team Lead for the UK Market to manage a team of 3 Student Care Representatives while personally owning a portfolio of UK courses as a practising rep. This is a dual role — half your time will be spent leading, coaching, and improving team performance; the other half delivering direct, high-quality student support. You will be the quality benchmark for your team and the primary escalation point for the UK market.
This is a full-time remote position.The Working Hours for this role are 10AM-6PM BST.
This role is for you if you are:
- A Natural Leader: You inspire and develop those around you, setting clear expectations while creating a culture of accountability and care.
- A People Pleaser at Heart: Even in a leadership capacity, you stay close to the student experience and find genuine satisfaction in resolving issues and delighting people.
- A Clear Communicator: Your written and verbal English is excellent — whether coaching a rep, de-escalating a student concern, or writing a process doc.
- Data-Driven: You use metrics and feedback to spot trends, identify gaps, and continuously raise the bar for your team.
- A Tech-Savvy Troubleshooter: Comfortable navigating multiple platforms and helping others do the same.
- A Process Builder: You can identify inefficiencies and turn them into scalable, repeatable workflows.
Responsibilities
Team Leadership (≈60%)
- Team Management: Directly oversee, support, and develop a team of 3 Student Care Representatives, ensuring consistent performance and morale.
- Onboarding & Training: Lead the onboarding of new reps and deliver ongoing training to maintain quality standards across the team.
- Performance Monitoring: Track individual and team KPIs (response times, satisfaction scores, resolution rates); provide regular feedback and conduct 1:1s.
- Escalation Handling: Act as the first escalation point for complex or sensitive student issues that require senior intervention.
- Process Improvement: Identify recurring issues and gaps in workflows; develop and document SOPs to improve team efficiency and student outcomes.
- Reporting: Compile and present regular performance reports to management, surfacing insights on student satisfaction and team health.
- Scheduling & Coverage: Manage team scheduling to ensure adequate coverage across UK market hours, including live class support.
Student Care (≈40%)
- Direct Support: Personally manage a portfolio of UK courses, engaging with students via phone, email, and online chat.
- Live Class Assistance: Provide real-time support to instructors and students during live sessions for a seamless educational experience.
- Community Engagement: Foster student-to-student interaction and maintain an active, supportive learning community.
- Instructor Liaison: Facilitate clear and timely communication between students and instructors.
- Issue Resolution: Proactively address and resolve student concerns, including technical troubleshooting, to ensure uninterrupted learning.
ELVTR is a premier online education platform specializing in live courses led by industry experts from global companies such as Nike, Netflix, Google, and more. Since our establishment in 2020, we have grown from a small team to 140 talented members, delivering education to over 17,000 students worldwide. We are currently expanding our team to support our growing network of instructors and the continued scale of our live course offerings.
Position Overview
We are seeking a Support Team Lead for the UK Market to manage a team of 3 Student Care Representatives while personally owning a portfolio of UK courses as a practising rep. This is a dual role — half your time will be spent leading, coaching, and improving team performance; the other half delivering direct, high-quality student support. You will be the quality benchmark for your team and the primary escalation point for the UK market.
This is a full-time remote position.The Working Hours for this role are 10AM-6PM BST.
This role is for you if you are:
- A Natural Leader: You inspire and develop those around you, setting clear expectations while creating a culture of accountability and care.
- A People Pleaser at Heart: Even in a leadership capacity, you stay close to the student experience and find genuine satisfaction in resolving issues and delighting people.
- A Clear Communicator: Your written and verbal English is excellent — whether coaching a rep, de-escalating a student concern, or writing a process doc.
- Data-Driven: You use metrics and feedback to spot trends, identify gaps, and continuously raise the bar for your team.
- A Tech-Savvy Troubleshooter: Comfortable navigating multiple platforms and helping others do the same.
- A Process Builder: You can identify inefficiencies and turn them into scalable, repeatable workflows.
Responsibilities
Team Leadership (≈60%)
- Team Management: Directly oversee, support, and develop a team of 3 Student Care Representatives, ensuring consistent performance and morale.
- Onboarding & Training: Lead the onboarding of new reps and deliver ongoing training to maintain quality standards across the team.
- Performance Monitoring: Track individual and team KPIs (response times, satisfaction scores, resolution rates); provide regular feedback and conduct 1:1s.
- Escalation Handling: Act as the first escalation point for complex or sensitive student issues that require senior intervention.
- Process Improvement: Identify recurring issues and gaps in workflows; develop and document SOPs to improve team efficiency and student outcomes.
- Reporting: Compile and present regular performance reports to management, surfacing insights on student satisfaction and team health.
- Scheduling & Coverage: Manage team scheduling to ensure adequate coverage across UK market hours, including live class support.
Student Care (≈40%)
- Direct Support: Personally manage a portfolio of UK courses, engaging with students via phone, email, and online chat.
- Live Class Assistance: Provide real-time support to instructors and students during live sessions for a seamless educational experience.
- Community Engagement: Foster student-to-student interaction and maintain an active, supportive learning community.
- Instructor Liaison: Facilitate clear and timely communication between students and instructors.
- Issue Resolution: Proactively address and resolve student concerns, including technical troubleshooting, to ensure uninterrupted learning.
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