Customer Support Executive

Salary: £28,000 - £33,000 a year

Role: Customer Support Executive

Location: London, on-site

Employment Type: Full Time

Hours: 1 shift 7:00AM - 4:00PM; 1 shift 9:00AM - 6:00PM

Hi, I am Julian, Operations Manager responsible for Customer Support function and I am looking for a Customer Support Executive.

We are currently in a high-growth phase where I am focused on scaling and evolving our support operations to meet the massive demand we’re seeing. It is an incredibly exciting time to join as we are actively building out the foundations of how we interact with our community, and you’ll have a front‑row seat in shaping how this team operates as we grow.

The core purpose of this role is to be the voice of Zen. You are the primary point of contact for our candidates and schools, ensuring that every interaction, whether it’s an email, a phone call, or a text, is handled with speed, clarity, and empathy.

This isn’t just about answering tickets. It’s about being the operational engine that keeps our marketplace trusted. You’ll be working at the heart of the business, proactively flowing queries to the right people and collaborating with our school success, operations, and product teams to make our service better every single day.

Schools in the UK and US spend over £12bn a year on agency staff, and £ 3.6bn of that goes straight into the pockets of recruitment agencies. That’s why we’ve built an alternative. Zen is an all‑in‑one digital platform that gives schools full control over how they find, vet, and manage temporary educators.

Think “tech startup,” but solving a painfully human, operational, and systemic issue in education staffing. Our platform is built to be scalable and intuitive, designed in close collaboration with schools and educators to fit seamlessly into existing school workflows. School leaders can search, book, and manage staff in real time, while gaining full visibility and control over their spend and compliance.

We’ve had tremendous success and are currently experiencing a period of exceptional growth. We’re looking for a seasoned operator to come in, roll‑up their sleeves, and get their hands dirty working closely with me on the business’ most important problems.

You are a top performer who thrives in a high‑pressure, high‑growth environment. You don’t wait for instructions; you have a strong bias to action.

Some of the traits that usually correlate with success in this role:

• Growth Mindset: You are dedicated to sharpening your professional skills every day.
• Resilience: You enjoy the fast‑paced nature of a startup where no two weeks are the same.
• Social Mission: You have a genuine passion for education and making a positive impact.

• Own the Front Line: Be the first point of contact for all customer enquiries, ensuring we hit our high standards for responsiveness.
• Muck In: You’ll handle a bit of everything. You’ll be solving problems in real‑time to ensure daily operations run like clockwork.
• Drive Efficiency: Work closely with the tech and ops teams to find ways to deliver value to schools and candidates more effectively.
• Scale the
  
  Experience:
  
  Help us refine our processes so that as we grow, our quality of support only gets better.

What you might like or dislike

Every place makes tradeoffs based on what they value and where they are in their journey. Here’s a list of things you might find useful in figuring out if this is the right role for you. If we end up chatting, feel free to dig deeper into any of them.

We’re passionate about the problem we’re trying to solve. We seek colleagues that share our passion for improving education because, frankly, it’s a really hard problem. You have to be equally interested in what we do as a company as you are in the specific role.

You will be a member of the customer support team with the opportunity to work with other stakeholders across the business. However, the path is not fixed. The combination of business need and your ability to step into it will drive what’s next for you.

Fair but not flashy. We’re still an early stage company so can’t beat…