ELVTR

Role Description We are seeking a Student Care Team Lead to manage a team of 3 Student Care Representatives while personally owning a portfolio of UK courses as a practising rep. This is a dual role — half your time will be spent leading, coaching, and improving team performance; the other half delivering direct, high-quality student support. You will be the quality benchmark for your team and the primary escalation point for the UK market. This is a full-time remote position. The Working Hours for this role are 10AM-6PM BST. This role is for you if you are: - A Natural Leader: You inspire and develop those around you, setting clear expectations while creating a culture of accountability and care. - A People Pleaser at Heart: Even in a leadership capacity, you stay close to the student experience and find genuine satisfaction in resolving issues and delighting people. - A Clear Communicator: Your written and verbal English is excellent — whether coaching a rep, de-escalating a student concern, or writing a process doc. - Data-Driven: You use metrics and feedback to spot trends, identify gaps, and continuously raise the bar for your team. - A Tech-Savvy Troubleshooter: Comfortable navigating multiple platforms and helping others do the same. - A Process Builder: You can identify inefficiencies and turn them into scalable, repeatable workflows. Responsibilities - Team Leadership (≈60%) - Team Management: Directly oversee, support, and develop a team of 3 Student Care Representatives, ensuring consistent performance and morale. - Onboarding & Training: Lead the onboarding of new reps and deliver ongoing training to maintain quality standards across the team. - Performance Monitoring: Track individual and team KPIs (response times, satisfaction scores, resolution rates); provide regular feedback and conduct 1:1s. - Escalation Handling: Act as the first escalation point for complex or sensitive student issues that require senior intervention. - Process Improvement: Identify recurring issues and gaps in workflows; develop and document SOPs to improve team efficiency and student outcomes. - Reporting: Compile and present regular performance reports to management, surfacing insights on student satisfaction and team health. - Scheduling & Coverage: Manage team scheduling to ensure adequate coverage across UK market hours, including live class support. - Student Care (≈40%) - Direct Support: Personally manage a portfolio of UK courses, engaging with students via phone, email, and online chat. - Live Class Assistance: Provide real-time support to instructors and students during live sessions for a seamless educational experience. - Community Engagement: Foster student-to-student interaction and maintain an active, supportive learning community. - Instructor Liaison: Facilitate clear and timely communication between students and instructors. - Issue Resolution: Proactively address and resolve student concerns, including technical troubleshooting, to ensure uninterrupted learning. Qualifications - Experience: 2+ years in a customer support, student success, or client-facing role; at least 1 year in a team lead or supervisory capacity preferred. - Educational Background: A Bachelor's degree in Business, Communications, or a related field is preferred. - Language Proficiency: Excellent English communication skills, both written and verbal, are mandatory. - Technical Skills: Ability to perform minor technical troubleshooting required. - Leadership Skills: Demonstrated ability to coach, motivate, and hold a small team accountable in a remote environment. - Analytical Thinking: Comfortable working with performance data to draw actionable conclusions. - Presentation Skills: Confident and presentable on Zoom, able to host both student-facing and internal team meetings. - Time Management: Highly organised with the ability to context-switch effectively between leadership responsibilities and hands-on student support. Benefits - High earning potential with competitive base pay, performance-based bonuses, and growth opportunities. - Mental health support, fitness reimbursements, generous vacation policy, and access to all ELVTR courses. - A fast-paced, performance-driven culture that rewards ownership, initiative, and results. Company Description ELVTR is a premier online education platform specializing in live courses led by industry experts from global companies such as Nike, Netflix, Google, and more. Since our establishment in 2020, we have grown from a small team to 140 talented members, delivering education to over 17,000 students worldwide. We are currently expanding our team to support our growing network of instructors and the continued scale of our live course offerings.

Role Description We are seeking a dedicated Student Care Representative to join our team. This role is pivotal in ensuring that our students receive an exceptional educational experience and are fully satisfied with the courses they enroll in. As the frontline of student interaction, you will be instrumental in fostering a supportive and engaging learning environment. This is a full-time remote position, open to candidates located anywhere in Ukraine. This job is for you if you are: - A People Pleaser: You find joy in serving others and are dedicated to ensuring student satisfaction and happiness. - A Communicator: You have excellent English communication skills and can easily establish rapport with students. - Tech-Savvy Troubleshooter: Not only are you comfortable with technology, but you can also perform minor tech troubleshooting, such as assisting someone with difficulties joining a Zoom session. - Support Champion: You thrive on providing exceptional support and resolving issues to guarantee a seamless educational experience. - A Community Builder: You excel at fostering a supportive and engaging online environment for student interaction. - A Facilitator: You are comfortable in mediating the communication between students and instructors. Responsibilities - Direct Support: Engage directly with students to support their needs through phone, email, and online chats. - Community Engagement: Encourage and maintain student-to-student communication, fostering a supportive learning community. - Instructor Liaison: Ensure clear and effective communication between students and instructors. - Live Class Assistance: Offer real-time support to instructors and students during live classes for a seamless educational experience. - Issue Resolution: Proactively address and resolve student concerns, including technical issues, to ensure uninterrupted learning. Qualifications - Educational Background: A Bachelor’s degree in Business, Communication, or a related field is preferred. - High Cognitive Skills: Ability to engage intellectually with our students, demonstrating a deep understanding of our sophisticated educational products. - Language Proficiency: Excellent English communication skills, both written and verbal, are mandatory. - Technical Skills: Must possess a broad understanding of modern online business technologies to efficiently navigate various platforms and tools integral to the role. Proficiency with Asana, CRM tools like HubSpot, Google Sheets, Zoom, and the ability to conduct minor technical troubleshooting is required. - Presentation Skills: You should be presentable and confident on Zoom, ready to host student meetings. - Time Management: Ability to manage time and resources effectively, especially in a fast-paced, high-stakes environment. Benefits - Competitive Salary and Bonuses: We value your dedication and expertise, offering a competitive salary, performance-based bonuses, and a range of company perks and benefits that reflect our commitment to excellence. - Exciting Benefits: Enjoy gym membership reimbursements, mental health benefits, generous vacation allowance, and free access to all our courses. We believe in continuous learning, both for our customers and our team. - Remote Work with a Flexible Schedule: The freedom to work remotely, crafting a work-life balance that fits your personal needs. - Collaborative Work Environment: Join a team of passionate, like-minded individuals. At ELVTR, collaboration isn't just a buzzword; it's how we grow, innovate, and excel together. Join Us If you take pleasure in going the extra mile to serve and delight others, and are passionate about providing a top-tier educational experience, we invite you to apply. Your enthusiasm for customer satisfaction and your knack for resolving issues will make you an invaluable asset to our team. Due to the high volume of applications, we will only be able to respond to candidates whom we are interested in moving forward with. We appreciate your understanding and look forward to reviewing your application. ELVTR is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all.

• Manage end-to-end recruitment for sales roles across continents • Screen candidates for sales ability, communication skills, motivation, and cultural fit • Conduct structured interviews and provide clear candidate evaluations • Build and maintain strong pipelines for ongoing and urgent hiring needs • Partner closely with hiring managers to refine role requirements and hiring profiles • Ensure fast and efficient hiring cycles while maintaining quality standards • Track recruitment metrics (time-to-hire, conversion rates, pipeline quality, and offer acceptance rates) • Continuously improve sourcing strategies and recruitment processes • Support employer branding efforts to attract top sales talent

Role Description ELVTR is looking for a Sales Recruiter (Part-Time) to help build a high-performing commercial team that drives growth across global markets. In this role, you will be responsible for identifying, attracting, and hiring top-tier sales talent. - Manage end-to-end recruitment for sales roles across continents. - Screen candidates for sales ability, communication skills, motivation, and cultural fit. - Conduct structured interviews and provide clear candidate evaluations. - Build and maintain strong pipelines for ongoing and urgent hiring needs. - Partner closely with hiring managers to refine role requirements and hiring profiles. - Ensure fast and efficient hiring cycles while maintaining quality standards. - Track recruitment metrics (time-to-hire, conversion rates, pipeline quality, and offer acceptance rates). - Continuously improve sourcing strategies and recruitment processes. - Support employer branding efforts to attract top sales talent. Qualifications - 2+ years of experience in recruitment, ideally with a focus on sales or commercial roles. - Strong understanding of sales roles, performance drivers, and KPI-based environments. - Excellent communication and stakeholder management skills. - Proven ability to work in fast-paced, high-volume hiring environments. - Strong organizational skills with attention to detail. Requirements - Confident and Persuasive: Comfortable engaging with strong sales personalities and assessing motivation, ambition, and drive. - Highly Proactive: Actively build pipelines and hunt for top talent. - A Strong Communicator: Skilled in both written and verbal communication. - Highly Organized: Manage multiple roles, pipelines, and stakeholders effectively. - Analytical and Structured: Use data and structured thinking to improve hiring quality, speed, and conversion rates. Benefits - Competitive Salary and Bonuses: Offering a competitive salary and performance-based bonuses. - Exciting Benefits: Gym membership reimbursements, mental health benefits, generous vacation allowance, and free access to all courses. - Remote Work: Freedom to work remotely, crafting a work-life balance that fits personal needs. - Collaborative Work Environment: Join a team of passionate, like-minded individuals.

Role Description ELVTR is a premier online education platform specializing in live courses led by top executives from globally renowned companies. Our unique approach sets us apart in the online education landscape, offering unparalleled value to our students. As we continue expanding, we seek a detail-oriented and proactive Customer Retention and Operation Specialist to join our dynamic team. In this role, you will manage client retention, handle refunds and billing inquiries, and provide vital administrative support to our sales team. This is a full-time remote position with a work schedule of 1 - 10 PM British time. This job is for you if you are: - Confident and Assertive: You are fearless in handling demanding clients and can de-escalate situations quickly and effectively. - A Problem Solver: You can efficiently resolve billing issues and overdue accounts, ensuring client satisfaction and retention. - Highly Organized: You have strong organizational skills and pay attention to detail, which is crucial for managing calendars and maintaining accurate records. - A Strong Communicator: You excel at phone and email communication and are capable of building strong relationships with customers and colleagues. - Tech-Savvy: You are experienced with CRM systems and can easily navigate various business tools. Responsibilities - Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid. - Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty. - Handle chargeback cases (US, UK, APAC markets) promptly, providing necessary documentation and resolutions. - Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes. - Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies. - Manage the Welcome Back Credits process for re-engaging former customers. - Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans. - Handle and resolve student billing inquiries, providing clear, accurate, and efficient support. - Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements. - Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency. - Improve internal processes and offer solutions. Qualifications - 2+ years of experience in sales, customer service, refunds handling, or a related role. - Excellent phone and email communication skills, with the ability to build strong relationships with customers and internal teams. - Proactive problem-solver with a customer-focused mindset. - Strong organizational skills with high attention to detail. - Proficiency with CRM systems (e.g., Salesforce, HubSpot) and sales analytics tools. Requirements - Payment Recovery (Billing) - Chargeback Management - Work with escalations Benefits - Competitive Salary and Bonuses: We value your dedication and expertise, offering a competitive salary and performance-based bonuses. - Exciting Benefits: Enjoy gym membership reimbursements, mental health benefits, generous vacation allowance, and free access to all our courses. We believe in continuous learning, both for our customers and our team. - Remote Work: The freedom to work remotely, crafting a work-life balance that fits your personal needs. - Collaborative Work Environment: Join a team of passionate, like-minded individuals. At ELVTR, collaboration isn't just a buzzword; it's how we grow, innovate, and excel together. Company Description - Innovative and Positive Culture: Join a team of passionate individuals driven by a common vision. - Growth Opportunities: At ELVTR, we believe in nurturing talent and providing abundant opportunities for professional development. - A Mission You Can Be Proud of: Be part of a brand that stands for quality, innovation, and inspiring education. Be part of a company that’s changing the face of online education, connecting students with top-tier executives. If you have the skills and dedication to excel in this role, we invite you to apply. Your ability to manage client relationships and handle billing issues efficiently will make you an invaluable asset to our team. Due to the high volume of applications, we will only be able to respond to candidates with whom we are interested in proceeding. We appreciate your understanding and look forward to reviewing your application. ELVTR is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

Role Description ELVTR is a premier online education platform specializing in live courses led by top executives from globally renowned companies. As we continue expanding, we seek a detail-oriented and proactive Customer Retention and Operation Specialist to join our dynamic team. In this role, you will manage client retention, handle refunds and billing inquiries, and provide vital administrative support to our sales team. This is a full-time remote position with a work schedule of 1 - 10 PM British time. This job is for you if you are: - Confident and Assertive: You are fearless in handling demanding clients and can de-escalate situations quickly and effectively. - A Problem Solver: You can efficiently resolve billing issues and overdue accounts, ensuring client satisfaction and retention. - Highly Organized: You have strong organizational skills and pay attention to detail, which is crucial for managing calendars and maintaining accurate records. - A Strong Communicator: You excel at phone and email communication and are capable of building strong relationships with customers and colleagues. - Tech-Savvy: You are experienced with CRM systems and can easily navigate various business tools. Responsibilities - Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid. - Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty. - Handle chargeback cases (US, UK, APAC markets) promptly, providing necessary documentation and resolutions. - Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes. - Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies. - Manage the Welcome Back Credits process for re-engaging former customers. - Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans. - Handle and resolve student billing inquiries, providing clear, accurate, and efficient support. - Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements. - Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency. - Improve internal processes and offer solutions. Qualifications - 2+ years of experience in sales, customer service, refunds handling, or a related role. - Excellent phone and email communication skills, with the ability to build strong relationships with customers and internal teams. - Proactive problem-solver with a customer-focused mindset. - Strong organizational skills with high attention to detail. - Proficiency with CRM systems (e.g., Salesforce, HubSpot) and sales analytics tools. Requirements - Payment Recovery (Billing) - Chargeback Management - Work with escalations Benefits - Competitive Salary and Bonuses: We value your dedication and expertise, offering a competitive salary and performance-based bonuses. - Exciting Benefits: Enjoy gym membership reimbursements, mental health benefits, generous vacation allowance, and free access to all our courses. - Remote Work: The freedom to work remotely, crafting a work-life balance that fits your personal needs. - Collaborative Work Environment: Join a team of passionate, like-minded individuals. Join Us If you have the skills and dedication to excel in this role, we invite you to apply. Your ability to manage client relationships and handle billing issues efficiently will make you an invaluable asset to our team. Due to the high volume of applications, we will only be able to respond to candidates with whom we are interested in proceeding. We appreciate your understanding and look forward to reviewing your application. ELVTR is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

• Coordinate Course Production: Handle all aspects of online course production, including conducting market research, curating course objectives, defining target audiences, and collaborating closely with instructors. • Manage Timelines and Budgets: Keep projects on track by managing production timelines and ensuring everything is completed on time and within budget. • Collaborate with Teams: Work closely with our instructional design, marketing, creative, and sales teams to ensure our course content aligns with educational goals and meets the needs of our learners. • Partner with Instructors: Build strong relationships with instructors, guiding them to prepare and rehearse course material. • Ensure Quality & Relevance: Review course content, marketing copy, and sales materials for accuracy, clarity, and learner value. • Problem-Solve with Ease: Tackle any challenges that arise during the production process with creativity and a positive attitude. • Stay Innovative: Keep up-to-date with the latest educational trends and technology.

• Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid. • Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty. • Handle chargeback cases (US,UK, APAC markets) promptly, providing necessary documentation and resolutions. • Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes. • Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies. • Manage the Welcome Back Credits process for re-engaging former customers. • Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans. • Handle and resolve student billing inquiries, providing clear, accurate, and efficient support. • Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements. • Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency. • Improve internal processes and offer solutions.

• Coordinate Course Production: Handle all aspects of online course production, including conducting market research, curating course objectives, defining target audiences, and collaborating closely with instructors. • Manage Timelines and Budgets: Keep projects on track by managing production timelines and ensuring everything is completed on time and within budget. • Collaborate with Teams: Work closely with our instructional design, marketing, creative, and sales teams to ensure our course content aligns with educational goals and meets the needs of our learners. • Partner with Instructors: Build strong relationships with instructors, guiding them to prepare and rehearse course material. • Ensure Quality & Relevance: Review course content, marketing copy, and sales materials for accuracy, clarity, and learner value. • Problem-Solve with Ease: Tackle any challenges that arise during the production process with creativity and a positive attitude. • Stay Innovative: Keep up-to-date with the latest educational trends and technology.

- Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid. - Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty. - Handle chargeback cases (US,UK, APAC markets) promptly, providing necessary documentation and resolutions. - Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes. - Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies. - Manage the Welcome Back Credits process for re-engaging former customers. - Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans. - Handle and resolve student billing inquiries, providing clear, accurate, and efficient support. - Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements. - Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency. - Improve internal processes and offer solutions.