Job Description

The Career Opportunity with Padpilot Ltd

Since 2011 Padpilot has driven a paradigm shift in the quality of educational materials for aspiring professional pilots. We're known for innovation, quality, and exceptional client support. As part of the Operations Department Customer Support Team, you'll contribute to the smooth delivery of our products and services to schools and students around the world.

We're looking for enthusiastic, detail-oriented individuals who thrive in a fast-paced, tech-enabled environment - people who enjoy solving problems, supporting customers, and improving processes. For the right candidate, this role offers a clear path to career progression, including the potential to grow into management positions as the team expands and evolves.

Role Overview

As a Customer Support Specialist, you will be part of a dynamic, multi-functional team responsible for delivering exceptional customer service, managing operational tasks, and providing technical support. You'll collaborate closely with internal teams and external clients to ensure smooth operations and high customer satisfaction, growth and retention.

Key Responsibilities

Customer Service and Client Liaison

Respond to enquiries from schools and students via email, phone and video calls

Maintain positive relationships with clients and act as a key point of contact

Provide product demonstrations at in-person events (worldwide) and via video calls

Conduct exploratory meetings with potential clients via video calls

Identify product solutions for new and existing clients to alleviate customer pain points

Conduct negotiations, initiate contract signatures and route through to completion

Support client onboarding and training where needed

Operational & Administrative Support

Set up accounts, issue licences, process orders and invoices

Maintain accurate records and data entry across platforms such as CRM and LMS platforms

Assist with event planning and coordination for UK and international events

Technical Support

Provide first-line support for Padpilot's eReader, LMS, and AI platforms

Troubleshoot issues and escalate where necessary

Collaborate with internal and external teams to resolve technical queries

Test and evaluate system and product improvements

Process Improvement & Proactive Support

Identify opportunities to improve workflows and anticipate client needs

Contribute ideas to enhance customer experience and operational efficiency

Support Sales & Marketing team within Operations Department

Assist in developing PR and Marketing material (website, socials, press-release)

Skills & Attributes

Excellent written and spoken English

Strong IT skills, ideally with experience using CRM and LMS systems

Proven ability to multitask and manage time effectively

High attention to detail and problem-solving

Friendly, proactive, and adaptable with a sense of humour

Experience in customer service, technical support, or office administrator

Knowledge and use of SEO, websites, and social media is desirable

Why join Padpilot?

Be part of a growing, innovative company in the aviation education sector

Work with a supportive team that values initiative and collaboration

Opportunities for professional development

Opportunity for international travel

Company pension

Competitive salary

25 days annual leave plus bank holidays

Flexible and supportive working environment

Job Type: Full-time

Pay: 24,420.00-26,000.00 per year

Benefits:

Company pension Free parking On-site parking
Work authorisation:

United Kingdom (required)
Work Location: In person