- Job posted on: 27th May 2020
- Applications close:
We're living through what will be the most historic global event since the second world war. It's scary, it's confusing - especially for our youngest citizens - and misinformation is rife. It is more important than ever that our schools are armed with the tools, resources and training they need to guide our students - guidance not just to understand the facts of this pandemic (though that is of course important), but how to stop and critically evaluate those facts for themselves.
We create world-class resources for science teachers (we call them superheroes, because… they are). Stile's resources are used by 1 in 3 Australian secondary schools. All our resources are delivered through our web-based teaching and learning platform, and it's all been built right here in Australia. Every single day, over 80,000 students and 6,000 teachers around the country (and increasingly around the world) use our resources.
To get a bit of a feel for what we do, check out our latest lesson on the COVID-19 Pandemic.
Being a digital resource, Stile just so happens to be perfect for remote teaching - something that is going to be pretty commonplace for the next few months. As you can imagine, we're busier than ever.
That's why we need your help! We need you on the front lines of our team, assisting teachers when they write or call in needing help. We need you to do whatever it takes to make their day just that little bit easier.
Let's be clear, this is a customer support role… but a support role like none other. We're obsessive about making every interaction delightful. We pride ourselves on getting back to teachers within minutes, not days. We love the idea that we're making the lives of busy, overworked teachers just that little bit easier. They notice the extra effort we make, and are always hugely appreciative. We also believe in giving our team the flexibility to own and solve problems - there are no scripts here!
We're looking for someone to join our team who is as obsessed as we are with delighting others. This is a full-time role with an immediate start. This is not a temporary position - we're looking for someone who wants to join the team and be part of something pretty special for years to come. You'll be only our second dedicated teacher happiness team member, but supported by a wider customer team that can jump in and help when it gets busy.
Does this sound like you? If so, the first thing is to read ‘the details’ below.
Hours and location
This is a full-time, permanent role, but the exact hours worked will be based on negotiation with your team. We need some flexibility on when you work, but we're committed to being flexible too. This role is about helping teachers solve their problems and the best time to do that may turn out to be a few hours on Sunday afternoon, rather than Friday afternoon. However, the hours we want to cover might be different in school holidays, where you could take days off, or public holidays, where we might need you to be on call. Whatever the case, we're big believers in helping our team find the right balance between work and play, knowing this looks pretty different from person to person.
As part of the social distancing measures being put in place to curb the spread of COVID-19, we're currently working fully remote, so you'll need to be able to work from home. In normal times, our (awesome) office is located on Exhibition Street in the Melbourne CBD, and while we have a flexible remote work policy, we like people to be in the office more than not.
Answering inbound enquiries
Teachers contact us every day in a multitude of ways: our in-platform chat, by phone, email and carrier pigeon (though the last is rare). Sometimes they've got a simple question about how to achieve something with our online tools. Other times they want to know if we have a lesson on a specific topic available. Sometimes they're just plain stuck. It's your job to get to the bottom of the issue and solve it.
Sometimes you'll know the answer. Sometimes you'll jump on a quick video or screen sharing session to really see what's going on. Expect to be liaising with our engineering department to identify and report software bugs (though of course, we don't have bugs).
If we've made a mistake, we give you the flexibility to make it right. Will you send them a hand-written card? A hamper? Up to you, but whatever it takes.
Making happiness even better
You'll be on the active lookout for ways we can become even better at serving teachers. One way is to continuously update and add to our self-service help centre, writing new articles that empower teachers to find answers to questions themselves.
Variety is the spice of life. Once you're thoroughly settled into your role, you'll get the opportunity to participate in projects in other parts of the business. What this looks like will be guided by your interests.
There are no specific experience requirements for this role. We'll teach you everything you need to know to be successful. Here is a bit about you:
We invest in our people because we believe that great people in a great environment can achieve amazing things. People don’t join Stile to have a cushy job; they join to do fantastic things with incredible people. We set high expectations and then help you to exceed them.
That said, there are plenty of “the usual” perks: