Customer Success Specialist

Location: Hybrid (1 day per week in London office)

About the Job

At tiney, we're here to give children the best start in life - providing an amazing early years education during the most high impact and formative stages of a child's development. To do this, we offer a tech-first platform that empowers micro-entrepreneurs to open their own home nurseries, and a marketplace for families to find accessible, quality childcare around the corner from them.

We provide a complete ecosystem to support childminders and parents accelerate children's development through play and learning inside the homes of childminders. We help families access high quality childcare with a strong focus on child development and early years learning education. And we're building a vibrant community, run by tiney home childminders who can impact their local neighbourhoods and beyond.

One of our value adds for childminders who register with tiney (instead of going it alone with Ofsted) is the support we provide in running their business. We give coaching, support and ongoing training as well as creating contracts, setting up invoices, and collecting payments. We are also a regulator and support our childminders with all aspects of their registration and help them ensure compliance with the EYFS and other legal requirements. 

🚀 Who we're looking for

We're looking for someone with proven early years and administrative experience to join the Childminder Support team. You’ll be providing assistance to registered childminders in running their business, and helping them comply with the terms of their registration and the EYFS. 

You’ll need a working knowledge of current safeguarding practice and preferably some experience working in a regulated early years environment. You’ll be familiar with the EYFS as a working document. As a confident communicator with great interpersonal skills, you’ll be as happy speaking on the phone as you are communicating in writing. 

A good level of technical literacy would be a bonus, including experience with G Suite, but full training will be provided in all systems used. 

We're providing personalised support, while building out and scaling the systems and processes used. Because of this, you’ll be a proactive individual who is always looking to improve existing processes and contribute to team discussions. 

🙌 What you'll be doing

• Working with newly registered childminders, you'll be part of the frontline team supporting tiney home nurseries to launch and run their settings successfully.

• You'll be supporting childminders directly and will be on hand for any queries that they have, via in app chat or over the phone.

• You will provide ongoing support for active placements and parental relationships.

• You will liaise with external partners including local authorities.

• You will handle formal complaints from both childminders and parents

• Above all, you will deliver excellent customer service to enable our childminders to run and grow their businesses.

💪 You should apply if

• You have a strong customer mindset and will enjoy building strong relationships with our community

• You are a team player and don't mind rolling your sleeves up to get into the detail and solve problems

• You are able to deal with challenging customer situations

• You have a knack for explaining difficult concepts in an easy to understand manner

• You're excited about solving problems and improving processes

• You are comfortable answering a phone line and have strong communication skills

🤩 Nice to have skills:

• Good knowledge of the EYFS

• Experience working in an early years environment

• Experience working in a fast paced customer service position

• Comfort using different tech platforms - we'll teach you how to use any you're unfamiliar with. 

✨ Logistics

• 👨‍💻Workstation: we're remote first and we provide you with all the tools you need. However, this role does require 1 day per week in our London Office (Holborn) when the team comes together. Beyond this you can come to the office as much as you like.

• 💰Compensation: Up to £28-33K depending on experience + stock options part of our EMI scheme

• 😍 Benefits: life Insurance with Yulife, childcare contributions with tiney providers, and more!

🗣️ Interview process

• Initial Interview with a member of our HR team (30 minutes)

• Take home task

• Role Specific interview with our Community Success Specialist & Head of Customer Operations (1 hour)

• Final coffee with our Chief Technology Officer and/or CEO (30 minutes)

💜 Our commitment to diversity

A child who wants to learn doesn't care about gender, race, sexual orientation, religion, or any of the other things that sometimes divide, and neither do we. We hire people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes us stronger and gives us all a better chance of unlocking the potential of every child.

We’re aware that women tend to only apply for jobs if they feel they meet all of the criteria - but we want to give an equal opportunity to everyone, so even if you don’t meet everything on this list but think you’d be a good fit for the role, please do apply.