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Customer Support Specialist

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Perlego

12d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    People, HR & Administration
  • London

AI generated summary

  • You should have customer support experience, strong written English, attention to detail, tech-savvy, organized, empathetic, available 2–6 pm GMT, familiar with support platforms, and interested in ed-tech.
  • You will respond to customer inquiries, track technical issues, manage billing requests, process reviews, maintain help articles, and contribute to team discussions to enhance customer experience.

Requirements

  • Previous experience in a customer support, help desk, or similar frontline role
  • Excellent written English with a warm, clear communication style
  • Strong attention to detail and the ability to follow documented processes accurately
  • Comfort working with technology — you can pick up new tools quickly and troubleshoot basic technical queries
  • A methodical, organised approach to managing multiple tasks and priorities
  • Empathy and patience when dealing with frustrated or confused customers
  • Reliable availability during core hours (2–6 pm GMT, Monday–Friday)
  • Familiarity with support platforms such as Intercom, JIRA
  • Experience responding to public reviews on Trustpilot or app stores
  • Interest in education technology, digital learning, library science, or the publishing industry
  • Experience working in a small, fast-paced team where everyone wears multiple hats

Responsibilities

  • Respond to the majority of new customer enquiries via chat and email, delivering fast, friendly, and accurate support
  • Flag emerging trends, edge cases, and potential escalations to the wider CX team
  • Help maintain first-response-time targets: under 30 minutes for chat and under 12 hours for email
  • Identify, validate, and document technical issues reported by customers
  • Log confirmed bugs with clear reproduction steps and pass them to the product and engineering team
  • Track and report on tech issue volume and resolution status
  • Action change-billing-cycle requests and report on volume and turnaround time
  • Process customer invoice and receipt requests efficiently, reporting on volume
  • Respond to customer reviews across Trustpilot, Google Play, and the Apple App Store
  • Represent the Perlego brand voice with empathy, professionalism, and a genuine desire to resolve issues
  • Support spam inbox management by actioning spam queue items
  • Peer-review Help Centre articles before publication to ensure accuracy and clarity
  • Contribute to and maintain the CX Playbook, owning pages aligned to your areas of expertise
  • Contribute to Team discussions and workshops

FAQs

What is the role of the Customer Support Specialist at Perlego?

The Customer Support Specialist serves as the frontline anchor for customer interactions, providing fast, friendly, and accurate support via chat and email while maintaining daily operations within the Customer Experience team.

What are the working hours for this role?

The role requires working 40 hours a week with a mandatory core window of 2:00–6:00 pm GMT, Monday to Friday, but there is flexibility for alternative hours as long as core hours are covered.

Is there a requirement to work in the office?

Yes, there is a requirement for in-office work one day per week as part of the hybrid working model.

What qualifications are essential for this position?

Essential qualifications include previous experience in a customer support or frontline role, excellent written English communication skills, strong attention to detail, comfort with technology, and the ability to manage multiple tasks effectively.

Is there a learning and development budget available?

Yes, employees receive a personal learning and development budget for online courses, subscriptions, or books not available on Perlego.

How many days of annual leave do employees receive?

Employees receive 22 days of annual leave plus an additional day for each year of service.

Is there support for work-life balance?

Yes, the company offers various benefits to support work-life balance such as flexible bank holidays, personal days for life events, and company-wide days off between Boxing Day and New Year.

What is the company’s approach to health and wellbeing?

Perlego provides private medical, optical, and dental insurance through Vitality.

Does the role involve responding to customer reviews?

Yes, the Customer Support Specialist is responsible for responding to customer reviews on platforms like Trustpilot, Google Play, and the Apple App Store.

What growth opportunities are available in this role?

There are clear growth opportunities within customer experience, operations, and education technology, allowing for career advancement and skill development.

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Perlego

On a mission to make learning accessible to all 🌎

Education
Industry
51-200
Employees
2017
Founded Year

Mission & Purpose

Perlego was born to provide an affordable (and sustainable) textbook solution for learners around the world, by partnering with publishers and removing the costs of print, distribution, and retail markup.