Customer Experience Apprentice

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Develop screen walkthroughs and Training Academy video modules for the Flexigrant grant-management platform.

• Construct Academy content based on frequently asked support questions and advanced platform features.

• Keep video and written knowledge-base materials up to date as the product evolves.

• Manage customer inquiries through the helpdesk, address issues, and escalate complex cases with appropriate context.

• Record ticket resolutions to enhance the knowledge base and AI support assistant.

• Recognize recurring customer inquiries and transform them into self-service resources.

• Maintain customer records and health data within HubSpot.

• Utilize usage and ticket data to spot low adoption rates, recurring problems, and missed engagement opportunities.

• Perform targeted outreach to customers and suggest relevant training options.

• Assist with renewals and the transition from implementation to customer success.

• Contribute to product-release communications, customer webinars, quarterly product updates, and community involvement.

• Employ AI tools for drafting, scripting, summarizing, and video production while adhering to AI governance.

• Share enhanced content and query-handling strategies with the team.

⛳️ Requirements

• Completion of an apprenticeship qualification: Level 3 Digital and AI Support standard with QA.

• Capability to create clear how-to content and screen walkthroughs.

• Proficiency in using AI tools for drafting, scripting, summarizing support history, voiceovers, and video production.

• Skilled in managing incoming customer inquiries through a helpdesk.

• Competence in logging ticket resolutions and contributing to a knowledge base.

• Experience in maintaining customer records and health information in HubSpot.

• Ability to analyze usage and ticket data to detect low adoption rates, recurring issues, and missed engagement.

• Capacity to support customer outreach, renewals, implementation handovers, webinars, and product communications.

• Adherence to company AI principles and governance.

• Willingness to share successful improvements with the team.

🏝️ Benefits

• Structured, paid time allocated for your apprenticeship study, safeguarded within your working week.

• Attainment of a recognized Level 3 qualification upon completion.

• Hands-on experience with HubSpot, helpdesk software, and AI tools for content and video production.

• Direct interaction with customers from your initial weeks.

• Clear pathway to a permanent role in customer experience, customer success, or content with us upon successful completion.

• 95% government-funded apprenticeship program.