Teacher Happiness Team Member

Melbourne, Australia | Customer Support | Full-time
Young people all over the world deserve a world-class science education.
In today's digital age, it's crucial for students to not only navigate the sea of information on social media but to become equipped with the critical thinking skills and tools needed to solve the big issues of tomorrow. Great science classrooms are about just that.
More than 1 in 3 Australian secondary schools use Stile's science curriculum to explore and analyse the science behind the big issues facing us globally. Stile empowers teachers with everything they need to deliver a relevant, engaging and rigorous science education for their students with videos, lesson plans, questions, simulations, activities and more.
But we need your help, because there's so much more we can do to support our hard working teachers.
We need you on the front-lines, assisting teachers when they write or call in needing help. 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 or chatbots 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 the fourth member of our happiness team, supported by a wider customer team that work closely together to deliver a delightful experience for teachers at every interaction.
Here are some of the things you'll be doing to help revolutionise science education: Answering inbound enquiries Teachers contact us every day in a multitude of ways: 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.
Special Projects Variety is the spice of life. Once you're thoroughly settled into your role, you'll get the opportunity to participate in projects that help support Stile as a whole. We'll work together to find projects that complement your skills and make the most of your time outside of the support queue!
One project we'd currently love help with is arranging the delivery of goodies to our teachers. If you delight in delighting others, this could be a great fit.
The Details About you You have a natural affinity for technology and computers - you're comfortable teaching yourself how to use new software and pick it up far quicker than most. You're likely the one always getting asked to fix someone's computer, and when you don't have the answers, you know the value of a quick Google search. You generally like to leave things better than you found them (ever rearranged the spices cupboard?) You love making things better. You pick up litter and straighten picture frames as you walk past. Most people think these are small things, but you know how important those small things really are. You're empathetic. You have the ability to put yourself in the shoes of a teacher who is struggling to solve a problem and may be stressed as a result. You know how to communicate effectively to help. You're happy chatting to someone online, and can write a good, well-structured email. You're probably a proficient touch typer (yes kids, that means typing without looking at the keyboard). But equally, you don't hesitate to pick up the phone when that'll be easier. You're eager to learn. Super eager. You soak up feedback, incorporate it, and are constantly driven to be better. You can't help it. At Stile we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with all of the points above, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Hours and location This is a full-time, permanent role based in Melbourne, Australia. You will be working from the head office in the Paris end of Melbourne CBD.
Overall we're an "in-person" culture (we enjoy working together face to face), but we're also flexible. There will be opportunities to work from home 1-2 days per week, or remotely for periods, once you settle in. 
This role is all about helping teachers solve their problems, which can mean a few hours on the occasional Sunday afternoon and one weekend on call each month (though it's rare you'll actually get a call!). Whatever the case, we're big believers in helping our team find the right balance between work and play, knowing this looks different for everyone. 
Life at Stile Stile is run by the people who started and own the company. We're here to build something real and enduring. A company that in years to come we look back on and are proud of what we achieved, and how we achieved it.
Colleagues worth working with. 
You'll join an amazing 70-strong team of teachers, scientists, artists, and engineers. We hold ourselves, and each other, to a high standard, and love what we do. Working on something that really matters.
In partnership with teachers, we're coaching students to become problem solvers and critical thinkers. We believe that with a strong command of science, tomorrow's citizens and leaders are set up to sort the misinformation from the facts. Support always.
Stile is its people, and it's important we are creating an environment where you're supported, happy and able to do your best work. We have strong management and feedback frameworks, and a great benefits program check it out here Stile benefits A fantastic office environment.
We love in-person collaboration, and have built an office to facilitate just that. It has a huge central kitchen, lots of places to put your feet up to work and even end of trip facilities if you ride in.  Your own professional development.
We're lifelong learners here at Stile. Alongside teaching you everything you need to know to succeed in this role, we provide a generous PD allowance. For more info, have a read of our 'why' and find out What it's like working with us and Our Team '.
How to apply Sound interesting? Great! We want to know more about you, so read the details below then click apply and ensure you provide that cover letter to show you're great at following the details.
A cover letter addressed to Leah Jabornik (no more than a page) explaining why you're going to smash this role out of the park. Include a paragraph on which Behaviours of an Effective Stile-ist most resonate with you or which you disagree with and why Your resume Applications close at 9:00am on Tuesday 16th July. Got questions about our hiring process? You can find the answers here . We can't wait to hear from you!