Who you are

• You are genuinely motivated by our mission to help schools and educators. You take personal pride in turning a user’s stressful morning into a success story
• You have a can-do attitude, with a bias for action, and you want to be part of a growing, motivated team
• You’re comfortable with ambiguity and enjoy the challenge of a fast-moving, scaling environment where things change quickly
• You’re the person who catches the small mistake before it becomes a big problem. You understand that in education, the details matter
• You can explain complex things simply. Whether you’re on a call with a head teacher or emailing an educator, your tone is always professional, empathetic, and clear
• You can keep a cool head when the inbox is busy, knowing exactly which fire to put out first without losing your focus
• You have a background in Customer Service or Success (especially in a tech-led environment)
• You have experience in the education sector
• You’ve used support tools like Zendesk, Intercom, or HubSpot and are a Google Suite pro

What the job involves

• Reports to: Customer Support Team Lead
• We’re looking for a Customer Support Representative who cares as much about education as we do. Our mission is to ensure that no classroom is left without a leader, and this role is at the heart of making that happen every single day
• When a school is short-staffed or a teacher is facing a last-minute hurdle during the morning rush, you are the person who steps in to help
• This isn’t just about clearing a ticket queue; it’s about providing calm, expert guidance when it matters most. As we continue to scale, we need someone who thrives in a fast-paced environment and takes pride in solving real-world problems for our community. If you’re a high-energy communicator who loves taking ownership and wants to see the direct impact of your work on schools and educators, you’ll fit right in
• Delivering Exceptional Support
• Own the frontline communication with schools and educators via phone, email, and text, providing calm and efficient solutions when they need them most
• Manage the support inbox and internal channels with precision, ensuring every query is handled promptly, and nothing falls through the cracks
• Driving Continuous Improvement
• Contribute to our growing Knowledge Base, turning common questions into self-serve resources that empower our users and make our team more efficient
• Identify recurring pain points or trends in user queries and recommend process improvements that directly enhance the school and educator experience
• Collaborating Globally
• Partner closely with our US-based teams to resolve complex issues, ensuring a seamless and consistent experience for our global community
• Document and escalate technical or systemic issues, working as the "eyes and ears" on the ground to help our product team prioritize what to fix next

The application process

• Intro Call (15 mins): A brief chat with our Talent team to discuss your background, the role, and what you’re looking for in your next move
• Role-Focused Interview (60 mins): A deeper dive into your experience, skills, and motivations. This session ends with a mock phone call, giving you a chance to show us how you’d handle a typical school or educator query in real-time
• Values Conversation (30 mins): A final chat with the team focused on alignment with our mission and culture. It’s a great chance for you to ask us anything about life at Zen

Benefits

• Macbook and tech equipment provided
• Regular "lunch 'n' learns" every month on a range of topics
• Investment in your professional development
• Regular socials
• Ownership in the company
• 25 days of holidays + all UK public holidays off
• Central London dog-friendly office with perks like fresh fruit, bike parking, showers, and an on-site gym and café
• Life insurance
• Vitality health insurance and benefits
• Pension scheme
• Health benefits (Zen pays 75% of premiums) including vision and dental
• Cycle to Work Scheme
• Electric Car Scheme