Teacher Support Advisor

Job Introduction

Location: United States - 100% Remote / Home Working (Must permanently live in the United States & have the right to work without restrictions to apply for this role)

Pay Rate: $18USD per hour

Contract: Permanent

Hours of work: 37.5hrs per week

Hiring Manager: Kevin Williams

Recruiter: Britney Fields-Feliz

First things first! What is Twinkl? What is Twinkl's mission?

Twinkl is here to "help those who teach." It's what brings us to work every day. We're proud to create educational resources that can be used at each step of a child's learning journey.

Our award-winning resource collection - created by teachers for teachers - provides unlimited supplementary digital and printable teaching resources at an unbeatable value.

We have over a million editable resources, and new content is added every day. Don't see what you need? Just ask! We make bespoke resources for our members as part of our world-class customer service promise to help those who teach.

We support educators and children around the world, and we’re committed to transforming lives through education.

Whoever you are, whatever you teach, Twinkl is here for you!

The Role:

As Twinkl grows, we want to ensure that whenever a teacher has an issue or needs our help, we can provide the best service and help them as quickly as possible. As such, we are looking for enthusiastic teachers to join us on our mission to help teachers throughout the world.

Ongoing projects/ how you will spend your day:

You’ll be joining our exceptionally lovely customer support team to help provide our users with a world-class customer service experience! You will be joining an established team of teachers to answer calls, email queries, social media messages, and Twinkl’s new live chat tool, helping our users get the best out of their subscription by answering any questions they have quickly and efficiently.

To succeed in the role, you will:

As a Teacher Support Advisor, you’ll be the first point of contact for our customers, specializing in the U.S. market. As such, you’ll be an expert on our products, services, and resources, acting as an ambassador for the brand by living and breathing our values: Lead the way, go above and beyond, do the right thing and be lovely.

In this role, you will learn:

• How to effectively solve problems, how to educate customers without selling, to master different communication mediums.
• How to build transferable skills, how to develop a side project, time management, listening skills, adaptability.

You’ll work with:

• Primarily you will work with the customer-facing teams, including customer support, schools, marketing, social media, product owners, segment managers, and country managers
• You will also work with other departments across the company and partner companies within the Hive as and when required.

We're interested in applicants who meet the following criteria:

Essential Skills:

• Certified American teacher with up to date knowledge of state standards
• Excellent communication skills with attention to detail and exceptional spelling and grammar
• Strong I.T. skills & understanding of I.T. systems
• Reliable internet, access to own computer, and a suitable remote working environment

Beneficial but not essential:

• A background of working within a customer support environment
• A thorough understanding of social media

Soft Skills:

• Is good fun to be with and can communicate well with others
• Is organized, able to work to deadlines, and manages time effectively
• Can communicate with colleagues and our external partners effectively, both written and verbally
• Has a hard work ethic, is passionate, driven, and loves what they do
• Is honest, trustworthy, and reliable
• Produces quality work and is ready to learn new skills

Qualifications & Experience:

• Licensed teacher with classroom experience
• Teaching certificate in good standing

Your hours will be worked across the week, including some late shifts and weekend shifts. Full training will be provided.