Jordan Smith
Manchester,Greater Manchester
Summary
Customer support and client success professional with over 6 years in retail, education technology, and content management. Led remote teams and optimised CRM workflows to enhance customer experiences and drive business growth. Skilled in stakeholder communication, project coordination, and process improvement, with a strong focus on delivering high-quality service to international clients.
Overview
10
10
years of professional experience
Work History
Student Care UK Team Lead
ELVTR
Remote
10.2023 - Current
- Owned leadership of the UK student care team to drive customer success during expansion.
- Oversaw the complete student journey, addressing onboarding, technical issues, and queries across channels.
- Chaired cross-channel customer support coordination to enhance satisfaction and retention.
- Monitored KPI performance and facilitated bonus approvals to support UK student care team objectives.
- Directed recruitment onboarding and training to maintain consistent standards and improve efficiency.
- Led HubSpot CRM management, shaping workflows, pipelines, and customer tracking processes.
- Drove analysis of market and customer performance data to inform strategy and operational choices.
- Set direction for customer engagement initiatives through collaboration with marketing operations and leadership.
- Oversaw escalated customer issue resolution, achieving timely and professional outcomes.
- Accountably supported project delivery by managing planning, communication, prioritisation, and stakeholders.
- Guided AI project contributions and delivered training to equip team adoption.
- Provided governance for website and social content updates to sustain brand consistency.
Student Care Representative
ELVTR
Remote
01.2023 - 10.2023
- Delivered high-quality customer support across phone, email, CRM and LMS channels.
- Owned client relationships in HubSpot CRM to drive engagement, retention and upselling.
- Directed student onboarding and learning journey to maintain positive customer experience.
- Oversaw digital content production for social media and customer communications.
- Handled customer enquiries to deliver timely resolutions and sustained satisfaction.
- Coordinated with internal teams to strengthen service delivery through improved processes.
Content Coordinator
Resource Solutions
Manchester
09.2021 - 09.2022
- Coordinated internal and external content management projects to meet service standards.
- Owned documentation formatting and maintenance to keep business resources reliable.
- Collaborated with senior stakeholders and clients for precise communication and delivery.
Customer Assistant
Tesco
Wellingborough
07.2016 - 08.2021
- Delivered attentive customer service, enhancing customer satisfaction in a fast-paced retail environment.
- Resolved customer enquiries and complaints with professionalism, contributing to positive shopping experiences.
- Processed payment transactions accurately, ensuring compliance with store standards and enhancing operational efficiency.
- Coordinated with large teams to strengthen communication and problem-solving.
Education
BA (Hons) - Illustration
University of Lincoln
Lincoln, LIN01-2021
Sixth Form College - 3 A Levels
Manor School Sports College
Raunds, NTH01-2018
Secondary School - 9 GCSEs
Manor School Sports College
Raunds, NTH01-2016
Skills
- CRM management (HubSpot)
- Client success
- Project coordination
- Stakeholder communication
- Process improvement
- Data analysis
- Content management
- Learning management
- Training and onboarding
- Complaint resolution
- Performance tracking
- Cross-functional collaboration
- Technical and business communication
- Social media management
- Project coordination tools
- Office and Google tools
- Technical writing
- Team leadership
- Leadership skills
- Effective communication
- Problem-solving abilities
- Adaptability skills
- Emotional intelligence skills
- Time management skills
- Organizational skills
- Creative thinking skills
Timeline
Student Care UK Team Lead
ELVTR
10.2023 - Current
Student Care Representative
ELVTR
01.2023 - 10.2023
Content Coordinator
Resource Solutions
09.2021 - 09.2022
Customer Assistant
Tesco
07.2016 - 08.2021
BA (Hons) - Illustration
University of Lincoln
Sixth Form College - 3 A Levels
Manor School Sports College
Secondary School - 9 GCSEs
Manor School Sports College