[Hiring] Customer Onboarding Executive @ParentPay Group

Role Description

As a Customer Support Executive, you will play a key role in delivering an exceptional customer experience. Acting as the primary point of contact for both end users of the platform and school partners, you will guide them through onboarding, deliver training, and provide ongoing support to help them get the most value from the platform.

This is a remote role, offering the opportunity to work from home while collaborating closely with a friendly and supportive team. We are looking for an enthusiastic, proactive individual who is passionate about customer service and enjoys building strong relationships with clients.

Key Responsibilities

• Respond to incoming customer enquiries and ensure issues are resolved efficiently and professionally.
• Deliver engaging online training sessions and webinars, helping clients confidently navigate and use the platform.
• Support schools throughout their onboarding journey, ensuring a smooth and positive experience.
• Build strong relationships with customers through regular communication and ongoing support.
• Consistently deliver a high standard of customer service, exceeding client expectations wherever possible.
• Work collaboratively with colleagues across the business to ensure customers receive the best possible experience.

Ways of working

• Take ownership of customer enquiries and follow issues through to resolution, keeping customers informed along the way.
• Work collaboratively with colleagues to share knowledge and ensure customers receive consistent support.
• Communicate clearly and adapt your approach to suit different customers and levels of technical confidence.
• Manage priorities effectively in a remote-working environment, balancing incoming enquiries with training and onboarding activity.

Qualifications

• Experience delivering customer support or working in a customer-facing role.
• Comfortable working independently and collaboratively in a remote team.
• Experience building positive relationships with customers or clients.
• Ability to explain technical information clearly and simply.
• Experience delivering online training or supporting customer onboarding.
• Experience working with online platforms, systems or software.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and a proactive, solutions-focused approach.
• Good organisation and ability to manage competing priorities.
• Enthusiasm for delivering a high standard of customer service.