Implementation & Support Specialist
Renaissance Learning
About Us
Renaissance® is a global leader in education technology. We help schools and school groups in the UK and around the world with educational assessments, practice and intervention solutions, and data analytics. Renaissance now incorporates GL Assessment (known internationally as GL Education), too – a leading provider of educational assessments.
Together, our assessments offer the ideal starting point to help teachers understand their students’ strengths and pinpoint areas of need. Our teaching and learning tools then provide effective next steps, with online literacy and maths solutions that meet students exactly where we are.
Worldwide, we support over 18 million students, operating in over 100 countries.
The Implementation & Support Specialist is a key position dedicated to delivering exceptional service and ensuring customers achieve success with Renaissance products. This role focuses on customer support, account setup, onboarding, data management, and coordination of enablement projects. You will serve as the first point of contact for customers, resolve issues promptly, and coordinate internal resources to provide a seamless experience. Additionally, you will manage workflows for platform migrations, system integrations, and customer data requirements.
Support and Enablement Specialist Key Responsibilities include:
- Responding to customer inquiries via phone, chat, WeChat, and email, providing timely solutions and product walk-throughs when needed
- Act as the primary support representative for K–12 international schools in Asia, with a strong focus on the China market
- Create customer sites, logins, and accounts; install product codes; and provide initial implementation documentation
- Support data uploads, provisioning tasks, site configuration, and access validation to ensure smooth activation
- Guide schools through onboarding, ensuring teachers and leaders understand timelines, setup steps, and product usage expectations
- Collect and share customer feedback with internal teams to improve products and services
- Monitor early-stage usage data across Renaissance products and identify risks to adoption
- Assist in creating FAQs, help documentation, onboarding guides, and training resources for educators
Skills & Experience Required
- Minimum 2 years’ experience in customer support or service, ideally in education or technology sectors
- Strong organizational and multitasking skills, with the ability to balance customer service and administrative tasks
- Excellent communication skills (verbal and written) with a customer-first mindset
- Comfortable working within a global business and across time zones where needed
- Able to communicate in Mandarin and English
- Experience in payment processing and purchase order management
- Proficiency in CRM systems for managing customer records and documentation
- Strong technical aptitude and ability to understand complex implementations and integrations
- Collaborative approach to working across teams to resolve issues efficiently
- Knowledge of data protection regulations such as GDPR is a plus
Additional Information
Please note: Our Talent Acquisition team are based in the UK and will be reviewing applications after 5th January 2026 - please excuse any delay in response to your application.
Benefits
- Health & Risk Insurance: Comprehensive health coverage through CIGNA (single cover paid by the company) and risk/life insurance through Taiping, covering accidents outside work and illness protection
- Leave & Holidays: 10 days of annual leave, plus an extra day off for your birthday; up to 2 paid volunteering days per year for a cause of your choice
- Career Growth: Extensive training opportunities and clear pathways for career progression, supported by experienced leadership
- Well-being Support: Free access to Virgin Pulse and CALM apps to support physical and mental health
We have an ongoing commitment to Diversity, Equity and Inclusion and have taken strides to become a more welcoming and inclusive workplace, including the introduction of our DEI Matters Network which is owned and driven by our staff.
We are an equal opportunities employer. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within our organisation.
If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to apply or attend any interview, please contact us and we will talk this through with you.
All your information will be kept confidential according to GDPR guidelines. Please note that we can only consider applicants who already hold a full work permit.
This role is subject to DBS and background checks.