Customer Support (Maternity Cover)

Summary

As a Customer Support professional at Keystone Education Group, you are primarily responsible for ensuring that our clients receive the best possible user experience. You will handle questions and issues related to bookings made in our education portal, ensuring they are received and resolved in a timely and professional manner. The role also includes customer service tasks, creating tutorials and instructional material for coworkers, and facilitating knowledge sharing within different teams in the company.

Additionally, you will participate in projects outside the scope of FindCoursesPRO/utbildning.se premium services — such as qualification of education providers, onboarding of new customers and providers, client support workshops, team-building activities, and development of routines and product enhancements within the Client Content & Support team.

Relations

• Clients, participants, and education providers

• Other support teams in FindCoursesPRO

• Sales team

• Communications Manager – Client Content & Support Team

Responsibilities

Client Services

• Provide client support by answering incoming service tickets and questions via Freshdesk, email, and phone

• Handle booking requests and reminders

• Manage invoicing

• Publish new courses on our education portal

• Approve incoming reviews

• Follow up on course attendance

• Implement new customers

• Ensure client site information is updated and functional

• Create pedagogical tutorials, webinars, and guides for clients

• Work with the responsible salesperson to maintain strong customer relationships and understand their needs

• Maintain basic knowledge of legal matters related to booking & payment terms and client agreements

Knowledge Sharing

• Actively contribute knowledge, input, and ideas during team meetings

• Participate in onboarding of new employees and provide relevant documentation

• Ensure documents and templates are up to date and accessible

Required Competences

• Well-organized and service-minded

• Ability to teach and mentor

• Solution-oriented and flexible

• Excellent communication skills and ability to present information clearly and pedagogically

• Solid technical understanding and ability to adapt to new systems

Required Attributes

• Professional, with a strong work ethic and a drive to exceed expectations

• Passionate, with a positive mindset and the ability to see opportunities

• Performance-oriented, consistently delivering on time and in full

• Hands-on, pragmatic team player who does what needs to be done

• Creative and driven, with strong communication and interpersonal skills

Next Potential Career Steps

• Customer Support Specialist

• Support Team Lead

• Customer Success Manager

About Keystone Education Group

Keystone is trusted by more than 120 million unique prospective students every year to help students and learners make one of the most important decisions of their lifetimes, namely, which higher education degree program or course to attend.

In turn, Keystone helps over 5 500 education institutions reach, recruit, and enroll students in more than 190 countries, across 500+ student websites, including Masterstudies.com, Bachelorstudies.com, Educations.com, Studentum.se, and FindAMasters. Keystone also operates a range of other global student recruitment services, including Blueberry.nu, Keystone Sports and Keystone Appy.

Headquartered in Oslo, Norway, Keystone is backed by Viking Venture and Verdane, two leading Nordic venture firms. With offices across the Nordics, Germany, and the UK, Keystone has an international staff of more than 700+ employees. We are a vibrant and talented group of global citizens with a true passion for education and technology, and our vision is to help everyone in the world find the right education.

Want to join?

Please send us your application by hitting the button ”Apply here!”.

This is a maternity-cover position for approximately 16 months, with exact dates to be confirmed in the contract.

Keystone is an equal opportunity employer. We celebrate diversity and are deeply committed to fostering an inclusive environment for all employees.