English
Brighton & Hove, United Kingdom
Joined December, 2024
0.0
Free
Price per session
30 min
Hi! I'm Tobi - I have ~10 years experience across in-person and online support roles, and have spent the last ~5 years working across sales and CX in EdTechs. I started out as an Apple Genius, and this was a really great way to learn the intricacies of communicating highly technical concepts with a totally non-technical audience. This has been super helpful in my current role, where I support secondary (high-school) teachers to take control of their students' assessment data. I started in my current role as THE customer support in a team of 5; I developed a close relationship with so many of our users, as it would be me they'd always speak to. If I was on PTO or off sick, we'd (pretty much) have no support! Since then, I've navigated the changing customer expectations from start-up to established business, growing and developing a team, creating a comprehensive CX operation, and loads loads more. I'd love to chat with anybody in a similar position - if you're in a small org, trying to create a CX department on your own, it would be great to hear the challenges you're facing to see and talk these through to see where my experience could be helpful. Anybody working in EdTechs, or dealing with the public sector I hope I could be useful also.
At Pupil Progress, I’ve been fortunate to play a key role in scaling our customer experience and support operations as we’ve grown from around 2,000 to over 25,000 users. As part of this, I've worn lots of hats, and feel like I've gotten pretty au-fait with operating in a founder-led startup environment. As part of my role, I lead our product discovery process, and work super closely with our PM and CPO to convert customer interactions into revenue-generating features. If you're in an organisation where CX is very closely linked with product, I'd be able to help here also. I’ve also built and managed a brilliant support team, and I think the most exciting part of my job is getting to see their career development. I’ve built knowledge resources from scratch, including articles, videos, and workshops. I've also launched an asynchronous training academy to help us scale our support, and used all of this information to train a conversational AI agent. Basically, I'd love to meet and help in any way that I can!
I spent 18 months working as an Account Exec, enrolling students onto postgraduate online university courses. Although sales isn't really my bag these days, I'm really glad I had this experience, and I think sales and support really are a lot more similar than people think. We may not be trying to get their money directly, but in every interaction we're trying to get them to invest their time and trust - which is essentially the same thing!
Former Genius baby! I didn't realise it at the time, but really this is a perfect start to a career in CX.
I’ve scaled a team from 1 up to 7, and would be glad to help with anything from asking for budget for new hires to development conversations.
Lots of experience across numerous channels both with supporting users directly, as well as designing processes and flows to marry self-serve with human support in an effective way.
Working in EdTech, I’ve built systems to personalise the user journey based on lots of different characteristics. Every different subject uses Pupil Progress in a different way, so I can definitely help with any questions about personalising your CX to a wide user base.
I've made great hires, and some not so great hires too. I can help with having both super positive, exciting conversations, as well as the trickier ones.
Feedback is crucial to every part of a business. It's essentially our secret weapon as CX people!
EdTech, Saas Predominantly UK secondary and degree-level
EdTech, Saas
2+ years
3+ years
2+ years
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