Customer Experience Apprentice

Flexigrant is one of the specialist software businesses within a portfolio of Fluent Software Group, which is an operating group under Valsoft Corporation, an acquirer of specialist vertical-market software businesses with a long-term, buy-and-hold approach.

Being part of the wider group provides additional stability, expertise and opportunities to collaborate with other specialist software businesses, while allowing Flexigrant to retain its own culture and market focus/ specialist market position.

You will be joining a focused business with its own identity, goals and ambitions, while benefiting from the long-term backing, shared expertise and international network of Fluent Software Group and Valsoft.

Flexigrant is a B2B software platform for grant management. Our customers are the organisations that award funding, including research funders, charitable trusts, government bodies and professional institutions, and they use Flexigrant to run their application, assessment, award and reporting processes end to end.

We are a small, remote team, which means people here get real responsibility early and their work is visible to the whole business. We are also investing heavily in AI and tech innovation and this role sits right in the middle of that.

The Role

We want every Flexigrant customer to be able to find the answer themselves, quickly and in their own time. Making our how-to guidance clear and easy to find is a priority for us.

The Customer Experience Apprentice plays a central part in making that happen. You will create the how-to content that becomes our Training Academy, help customers through the support channel, and work with the customer success team to make sure customers are getting the full value of the platform.

This is a hands-on content and customer role, and you will use AI tools every day as part of it. The apprenticeship qualification alongside it is the Level 3 Digital and AI Support standard, so what you learn formally and what you do in the job are deliberately the same thing.

Key Responsibilities

1. Training Academy content

• Record clear screen walkthroughs of the Flexigrant platform, covering the tasks customers ask about most often.
• Work from a prioritised list built from our support history, starting with the ten most asked support questions.
• Use AI tools to turn your recordings into structured scripts, voiceovers and finished video modules, keeping each module short and focused on a single task.
• Help build the Academy library out from onboarding basics through to budgeting and more advanced features.
• Keep content current as the product change and retire or re-record anything that no longer matches the platform.
• Contribute to the written knowledge base that sits behind the videos and behind our AI support assistant.

2. Customer support

• Handle incoming customer queries through our helpdesk, resolving the ones you can and routing the rest to the right person with the context already gathered.
• Make sure every ticket you touch ends up properly logged with its resolution, so it can feed the knowledge base rather than being lost.
• Spot questions that come up repeatedly and turn them into Academy content or knowledge base articles, so the same question does not need answering twice.
• Point customers to self-service content where it exists, and flag where it does not.

3. Customer success and proactive experience

• Maintain customer records and health information in HubSpot so the picture of each account stays accurate.
• Use usage and ticket data to identify customers with low adoption, repeated issues or missed engagement, and raise them with the customer success team.
• Run targeted outreach to customers who are using only a small part of what they pay for, recommending the specific training that fits their situation.
• Support the renewals process by preparing account context ahead of renewal conversations.
• Help with handover from implementation into ongoing customer success, so customers do not feel dropped after go-live.

4. Customer communications

• Support the communications that go out with every product release, including the how-to video, the release note, the community post and the customer email.
• Help run customer webinars and quarterly product round-ups, from preparing materials to following up afterwards.
• Keep the customer community space active and useful rather than dormant.

5. AI and ways of working

• Use AI tools as a normal part of the working day, for drafting, scripting, summarising support history and producing video.
• Work within the company AI principles and governance, including being clear with customers about where AI is used.
• Share what works. When you find a better way of producing content or handling a query, tell the team.

What you will get out of it

Alongside the job you will complete the Level 3 Digital and AI Support apprenticeship with QA, our training provider. The programme is 95% government funded and covers supporting users, improving productivity and helping people get real value out of digital and AI tools.

• Structured, paid time for your apprenticeship study, protected in your working week.
• A recognised Level 3 qualification at the end of it.
• Practical experience with tools used across the industry, including HubSpot, helpdesk software, and AI tools for content and video production.
• Direct exposure to customers from your first weeks, not after a year of watching.
• A clear route into a permanent customer experience, customer success or content role with us on successful completion.

#Flexigrant

Originally posted on Himalayas