Customer Support Advisor at Glean

Hi 👋 we’re Glean. We make study software that improves your confidence and ability to learn. 

• We’re a SaaS scale up and one of the fastest growing tech companies in the North. 
• There’s 100+ of us around the UK with our HQ in Leeds. 
• Our software is award-winning and used by 100,000s of students at over 800 universities & colleges worldwide. 
• We’re growing so we can achieve our mission to support 1 million students to become better learners by 2026. 

The role of Customer Support Advisor (temp): 

Glean are looking for an enthusiastic and highly organised Customer Support Advisor to join our Customer Experience team during our busiest period of the year. 

We’re looking for: 

💡 A  problem solver

You’ll be on our front-line working to help our users resolve issues, and better understand Glean’s ever evolving features.

🗣️ A clear communicator

To succeed in this role, you will need to display excellent written and verbal communication skills with a high attention to detail. 

🤝 A team player 

You will work alongside our Technical Support Specialist and Customer Support Advisor to deliver a world-class service to our customers. 

 

Meet the team: 

You will be joining the Customer Experience team, led and managed by Cora McIlwain (Head of Customer Experience) and working alongside David Keating (Technical Support Specialist) & Emma Flood (Customer Support Advisor).

 

What you’ll be doing: 

• Handling inbound customer queries, triaging more complex tickets to team members
• Providing support to Glean admins and users (such as Higher Education institutions and students)
• Representing the Glean brand through timely, accurate and friendly support to ensure customer satisfaction 
• Maintaining strong relationships and open communication with team members 
• Sharing any feedback with relevant internal stakeholders

 

About you: 

Essential:

• Customer service experience  - from a similar role, or other customer facing roles (retail, hospitality etc)
• Experience in IT troubleshooting. 
• Familiarity with Windows and Mac systems
• Confident in working with various System Settings
• Be able to break down instructions to help guide users with low/no computer literacy 
• A basic understanding of GDPR / Data Protection compliance
• Self-motivated, with the ability to proactively manage your own agenda 
• Can work effectively to SLAs and keep multiple streams of work on track
• Excellent written and verbal communication skills

Bonus / Nice to have: 

• A full understanding of GDPR / Data Protection compliance
• Familiar with a wide range of disabilities (Dyslexia, ADHD, low/no vision etc)
• Have worked in a SaaS (software as a service) technology business

💰Salary and benefits:

Salary: £20,000 - £22,000 dependent upon experience. (Pro-rata)

🏖️ 33 days annual leave, inclusive of bank holidays (Pro-rated)

🎓 Generous individual learning and training allowance 

⌚ Truly flexible hours to suit when you work best 

💻 Laptop and working from home equipment 

🏢 Beautiful collaborative office space (Leeds City Centre with parking)

🌴 Nomad working policy with family travel insurance (Pro-rated)

🤍 Health cash plan, from glasses to massages (from 3 months)

💸 6% employer pension contribution

Location: 

We have a beautiful office space in Leeds and we love it when we get together to collaborate in person. We typically operate a hybrid way of working, however some of our roles support remote working within the UK, if you live more than 50 miles from the office. 

We will discuss ways of working with you at interview however if you have any questions before you apply please reach out to [email protected] 

💡 What to expect next: 

We’ll review your application and provide a response within 1 week. Even if it’s not the news you’d hoped for, we appreciate it’s good to know either way. 

If we invite you to meet with us for interview, here’s an overview of what the process will look like: 

• One stage interview with Cora & someone from the recruitment team.
• Email task to prepare for before the interview.

Ahead of your interview you will receive a confirmation email outlining who you’ll be meeting and when, anything you’ll need to prepare in advance and any resources we think you might find helpful.  

👀 Interested in learning more about a career at Glean? 

Here are a few further resources:

About Glean

Working at Glean Blog

The Glean Study Tool 

💌 Not quite the right role for you however you’d love to be a part of Glean’s journey? 

Let’s connect! Reach out to [email protected] and we’ll add you to our network, to keep you updated with any future opportunities we think you might be interested in.

📄 Applicant Privacy Notice 

We think it’s important that you understand how we use and handle your personal information, so here’s a link to our privacy notice. By submitting your application, you’re confirming that you’ve read and understood this notice.