Two positions are available: one full-time role of 40 hours per week and one part-time role of 20 hours per week.
Position Overview
Enroly is a fast-growing tech company transforming the international student recruitment and onboarding process through innovative SaaS solutions used by universities, agents and students.
The Junior Support Analyst is an important new role within Enroly’s developing support function. You will help deliver clear, responsive and high-quality first-line and technical support to our university clients and their users, while supporting the move to HubSpot Help Desk as our primary support platform.
This role is ideal for someone early in their support career who is curious, organised, confident with systems and motivated by helping people. You will triage incoming queries, investigate issues, maintain accurate ticket records, contribute to knowledge base content and work closely with Customer Success, Product, Engineering and Implementation colleagues to make sure clients receive timely and accurate support.
A Day in the Life of a Support Analyst
No two days at Enroly are the same. You’ll start by reviewing and prioritising incoming support tickets, helping universities and users resolve issues quickly and confidently. Throughout the day, you’ll investigate platform queries, troubleshoot user journeys, and collaborate with Customer Success, Product and Engineering teams to keep support moving efficiently.
You’ll provide clear updates to clients, maintain accurate ticket records, and contribute to improving knowledge base content and support processes. Alongside solving day-to-day issues, you’ll help identify trends, suggest improvements and play a key role in delivering a high-quality support experience for universities, agents and students around the world.
Key Responsibilities
- First-Line Support and Query Triage: Act as an initial point of contact for support queries received through HubSpot Help Desk and other agreed support channels. Review, categorise and prioritise tickets, ensuring queries are routed to the right owner and progressed in line with agreed SLAs and internal processes.
- Ticket Management and Client Communication: Maintain accurate ticket records, provide timely updates to clients and internal stakeholders, and own queries through to resolution or escalation. Follow clear communication standards, support rapid resolution, and ensure issues are fully closed out to maintain client trust.
- Issue Investigation and Troubleshooting: Investigate platform questions and reported issues by gathering relevant information, reproducing user journeys where appropriate, reviewing configuration, checking known issues and documenting clear steps for Product or Engineering where technical escalation is required.
- Cross-Functional Collaboration: Work closely with Customer Success, Implementation, Product and Engineering teams to route queries effectively, share customer insight, support bug investigation, and keep internal stakeholders informed of recurring issues or client-impacting themes.
- Support Desk Adoption: Support the day-to-day use of the Support Help Desk, helping to keep ticket data accurate, use workflows consistently, identify opportunities for automation and contribute to the development of scalable support processes.
- Knowledge Base and Self-Service Content: Help create, maintain and improve knowledge base articles, internal support notes, FAQs and reusable guidance for universities, agents, students and Enroly colleagues.
About you
- You enjoy helping people and take pride in giving clear, accurate and empathetic support.
- You are curious about technology and enjoy learning how systems, workflows and data fit together.
- You are highly organised, with strong attention to detail and the ability to keep accurate records.
- You are comfortable working in a fast-moving environment where processes are still being built and improved.
- You are a natural problem-solver who likes investigating issues, asking good questions and finding a better way of doing things.
- You communicate clearly and professionally, both in writing and verbally, and know when to ask for help or escalate.
- You enjoy working as part of a team and are confident in collaborating with colleagues across different functions.
- You are motivated by Enroly’s mission to improve the experience of universities, agents and international students.
Essential Experience
- Experience in a customer support, technical support, service desk, customer success, operations or similar client-facing role.
- Experience using ticketing, CRM, help desk or support tools to manage and track customer queries.
- Strong written communication skills, with the ability to explain issues clearly and professionally to both internal and external stakeholders.
- Good organisational skills and ability to manage multiple tasks, tickets and priorities at the same time.
- Comfortable investigating system issues, gathering evidence, asking clarifying questions and documenting steps clearly.
- Confident using technology tools such as CRM systems, spreadsheets, shared documents and collaboration platforms.
- A proactive mindset, with the ability to work independently while knowing when to escalate or seek support.
Desirable Experience
- Experience working in a SaaS, technology, EdTech, higher education, admissions or international student recruitment environment.
- Experience using HubSpot Service Hub, HubSpot Help Desk, Jira, Slack or similar support and collaboration tools.
- Understanding of university admissions, compliance, CAS, enrolment, agents, applicants or student-facing processes.
- Experience supporting multiple stakeholder groups, such as institutional clients, internal teams, partners or end users.
- Basic understanding of software releases, bug reporting, technical escalation, APIs, integrations or data flows.
- Experience contributing to knowledge base articles, FAQs, training guides or process documentation.
- Interest in using data and reporting to identify trends, improve processes and strengthen customer experience.
Mandatory Requirements
- Based in the UK
- Permanent right to work in the UK
Why Enroly
- 25 days holiday a year + Bank Holidays + An additional day off for your birthday
- Pension
- Private healthcare and life insurance
- Remote-first culture with flexible working options
- Collaborative culture with a love ❤ the challenge attitude
- Big opportunities for career advancement
- A dynamic, innovative work environment that celebrates success and nurtures professional growth
Pay: £30,000.00-£33,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Life insurance
- Private medical insurance
- Sick pay
- Work from home
Application question(s):
- Are you based in the UK with permanent right to work?
- Do you have experience working in a customer-facing support role?
- Do you have experience supporting a software product or working within a SaaS business?
- Do you have a basic understanding of software integrations, APIs, or data flows?
- Have you used a ticketing or customer support system (e.g. Zendesk, Hubspot, Jira, Salesforce)?
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in London W1H
