We’re living through what will be the most historic global event since the second world war. It’s scary, it’s confusing - especially for our youngest citizens - and misinformation is rife. It is more important than ever that our schools are armed with the tools, resources and training they need to guide our students. Not just to understand the facts of this pandemic, though that is of course important, but how to stop and critically evaluate those facts for themselves.
We create world-class resources for science teachers (we call them superheroes, because… they are). Stile’s resources are used by 1 in 3 Australian secondary schools. All our resources are delivered through our web-based teaching and learning platform, and it’s all been built right here in Australia. Every single day, upwards of 80,000 students and 6,000 teachers around the country (and increasingly around the world) use our resources.
Being a digital resource, Stile just so happens to be perfect for remote teaching - something that is going to be pretty commonplace for the next few months. As you can imagine, we’re busier than ever.
That’s why we need your help! We need you on the front-lines of our team, 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 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 part of a small teacher happiness team, but supported by a wider customer team that can jump in and help when it gets busy.
A cover letter (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.
Address your letter to Leah Jabornik
Applications close Sunday 5th September at 11:59pm AEST.
For more information on our hiring process, please refer to our hiring process.
Flexibility. We expect that you work hard, but you’ll have flexible hours and you’re the master of your own schedule. While initially we’ll want you to be around the office while you’re getting to know the place, there will be opportunities to work remotely later on.
Working on something that really matters. In partnership with teachers, we’re coaching students to become problem solvers and critical thinkers. The internet democratised information. We believe that with a strong command of science, tomorrow’s citizens and leaders have a fighting chance of sorting the misinformation from the facts.
Community and connection with our teachers. We (at least in normal times) run events (often at the pub!) for our teachers all around the country. From time to time, you’ll get the opportunity to actually meet people you’re helping online or over the phone. This is pretty rare in this sort of role, and oddly awesome. Real connection.
Colleagues worth working with. You’ll get to know a 50-strong team of educators, scientists, artists and engineers. Imagine a workplace where everyone genuinely cares about, and is working towards, improving scientific literacy amongst our young citizens. We hold ourselves, and each other, to a high standard and love what we do.
A fantastic office environment. When we can, we spend some of our time in the office (COVID willing). It has a huge central kitchen, where the team often gathers to cook for each other - turns out we have some pretty amazing chefs, lots of places to put your feet up to work and even shower if you’ve decided to ride in.
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, an Employee Assistance Program, a progressive parental leave policy and much more.
Team bonding time. We enjoy each other's company and doing non-work stuff together from time to time. We’ve got a dedicated team within the company that put on regular events for us, from BBQs to Bubble Soccer and even an annual snow trip (snow sports optional)!
Answering inbound enquiries
Teachers contact us every day in a multitude of ways: our in-platform chat, 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.
Variety is the spice of life. Once you’re thoroughly settled into your role, you’ll get the opportunity to participate in projects in other parts of the business. What this looks like will be guided by your interests.
There are no specific experience requirements for this role. We’ll teach you everything you need to know to be successful. Here is a bit about you:
You delight in helping others, and you often go out of your way to do so. You love to see others succeed.
You have a natural affinity for technology and computers - you’re completely comfortable teaching yourself how to use new software and you generally 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.
You're smart, and you love to get shit done.
This is a full time, permanent role with some flexible work hours. We need some flexibility when you work, but we’re committed to being flexible too. This role is about helping teachers solve their problems and this may mean a few hours on a Sunday afternoon or the occasional weekend being on call. Whatever the case, we’re big believers in helping our team find the right balance between work and play, knowing this looks pretty different from person to person.
While we think collaboration in an office environment is an important part of building the best possible resources, we also appreciate that working from home or away from the office both offers time to really concentrate and the flexibility needed in modern life. Outside of scheduled support shifts, we’re all about what you achieve, not the hours of the day that you achieve it. Our (awesome) office is located on Exhibition Street in Melbourne CBD.