Customer Success Intern

The Role

Duration: 1 month (with a possibility of extension to 3-6 months based on performance)

This is a full-time position beginning in March 2021 and we will be considering applicants on a rolling basis.

The Customer Success team is essential to helping our client’s feel supported and Purlos maintain it’s position as one of London’s fastest growing Startups (1000% YoY).

We are looking for a Customer Success Intern (CSI) to ensure the smooth onboarding of new clients, to support them through the first 90 days of their lifecycle, and to drive upselling & cross-selling opportunities.

Ultimately, you will help us to drive growth at Purlos by increasing the “renewal rates” of existing clients, and drive revenue through up-selling and cross-selling. The promotion path is from to Customer Success Manager (CSM) Senior CSM (SCSM) and then up to Success Director (SD).

To let you know a little bit about our approach; we have created an amazing admissions platform that is for educational institutions to help increase revenue by reducing student drop-outs. Our “human-assisted” digital assistant connects to students through WhatsApp to help answer questions for prospective students. More importantly, we use A.I. to analyse the conversations and highlight the most “at-risk” students to help our clients retain more students and grow.

About us

Purlos is changing way that learners connect with Colleges and Universities pre-enrolment. We help more young learners every day access the education they deserve. Purlos is one of the fastest growing EdTech start-up based in London with a completely unique proposition and a mission to help 10 million students enter formal education by 2025 and find the right path.

Job responsibilities

  • Manage a portfolio of educational institutions
  • Organize onboarding materials
  • Support clients with immediate issues
  • Take responsibility for monthly customer support calls
  • Each client has 3 calls monthly with a customer support executive
  • Manage and escalate support issues
  • Highlight urgent issues straight away
  • Escalate Tier 2 issues within 1 hour
  • Set up a strategic approach to managing issues effectively
  • Engage with multiple teams at Purlos
  • Work with the Operations Director to streamline processes
  • Work with the Leadership team, Chat agent team, and the Product team
  • Communicate with the growth team – in order to pass the baton after a sale is complete
  • Maintain success metrics
  • Measure and improve the NPS score (net promoter score)
  • Increase company revenue by upselling and cross-selling features and products

Preferred Requirements

  • You are energetic, driven and tenacious
  • Thrive in fast-paced and high-energy environments and can think on their feet to rapidly understand and solve problems
  • You are passionate about supporting customers to achieve the best outcomes
  • You are smart, creative, and have an eagerness to learn at every opportunity
  • You are an excellent communicator, both on the phone and via email
  • You are a master of efficiency and love using technology to get things done quickly
  • You have a business, sales, or customer service background
  • Remote work or co-working (until June 2021)
  • 18+

How to Apply

Please get in touch if you want to join the EdTech revolution by emailing ask@purlos.com with your CV and a brief covering letter outlining why you think you would be perfect for this role.

Sometimes not feeling like you’re a fit for every bullet point may hold you back, but the reality is there’s no “perfect” candidate that fits all the criteria every single time. Purlos is focused on personal and professional growth and creating the right environment for that.

If you are interested in working in an innovative, energetic, and collaborative environment, driving large-scale social impact, helping solve unique scalability challenges, and being part of an exciting stage of a high-growth company, please apply! We are always looking for motivated and energetic individuals to join our team.