Student Care Team Lead – UK Market

About the role

ELVTR is looking for a Student Care Team Lead to oversee a small team of Student Care Representatives while also providing direct support to UK‑based students. This full‑time remote position splits time between leadership duties and hands‑on student assistance, acting as the quality benchmark and primary escalation point for the UK market.

Key responsibilities

• Lead, coach, and develop a team of three Student Care Representatives.
• Onboard new reps and deliver ongoing training to maintain high service standards.
• Monitor performance metrics (response times, satisfaction scores, resolution rates) and conduct regular 1:1 feedback sessions.
• Handle escalated student issues that require senior intervention.
• Identify workflow inefficiencies, create SOPs, and drive process improvements.
• Prepare and present performance reports to management.
• Manage scheduling to ensure coverage across UK business hours, including live class support.
• Provide direct student support for a portfolio of UK courses via phone, email, and chat.
• Assist instructors and students in real‑time during live sessions.

Required profile

• Natural leader who inspires and holds team members accountable.
• People‑oriented with a genuine passion for resolving student issues.
• Excellent written and verbal English communication skills.
• Data‑driven mindset, using metrics to spot trends and improve performance.
• Tech‑savvy troubleshooter comfortable navigating multiple platforms.
• Process builder who can turn recurring problems into scalable workflows.

Required skills