Support Team Lead (UK Market)

About the role

ELVTR is looking for a Support Team Lead to oversee its UK student‑care team while continuing to provide direct, high‑quality support to learners. This full‑time remote position splits time between people management and hands‑on student assistance, ensuring a seamless experience for our live‑course participants.

Key responsibilities

• Lead and develop a team of three Student Care Representatives, handling onboarding, training, performance monitoring and regular 1:1 feedback.
• Manage scheduling and coverage to guarantee support availability during UK business hours (10 AM‑6 PM BST) and live class sessions.
• Act as the primary escalation point for complex student issues, resolving them or coordinating senior intervention.
• Analyse KPIs such as response times, satisfaction scores and resolution rates to identify trends and drive continuous improvement.
• Design, document and implement SOPs to streamline workflows and eliminate recurring inefficiencies.
• Provide direct support for a portfolio of UK courses via phone, email and chat, including real‑time assistance during live classes.

Required profile

• Natural leader who inspires and holds team members accountable.
• Passionate about delivering exceptional student experiences.
• Excellent written and verbal English communication skills.
• Data‑driven mindset, using metrics to guide decisions.
• Comfortable navigating multiple support platforms and troubleshooting technical issues.
• Proactive process builder who turns gaps into scalable solutions.

Required skills

What we offer

• Remote‑first work environment with flexible scheduling.
• Opportunity to shape the support function of a fast‑growing education platform.
• Collaborative culture focused on learning and growth.