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Customer Support Specialist

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Perlego

6d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • London
  • Quick Apply

AI generated summary

  • You must have customer support experience, excellent written English, attention to detail, tech-savvy, organized, empathetic, and reliable during core hours.
  • You will respond to customer inquiries via chat and email, track technical issues, manage billing requests, represent the brand, maintain Help Centre content, and support team discussions.

Requirements

  • Essential
  • * 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)
  • Desirable
  • * 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 work schedule for the Customer Support Specialist role?

The standard work schedule is 40 hours a week, with a mandatory core window of 2:00-6:00 pm GMT, Monday to Friday. Alternative hours can be agreed upon as long as the core hours are covered.

Is prior experience required for this role?

Yes, previous experience in a customer support, help desk, or similar frontline role is essential for this position.

What kind of skills are needed to succeed in this role?

Strong written communication skills, attention to detail, comfort with technology, empathy, and a methodical approach to managing tasks are essential.

What technical tools will I be using in this role?

Familiarity with support platforms such as Intercom and JIRA is desirable, and you'll be expected to be comfortable with troubleshooting basic technical queries.

How does Perlego support employee development?

Perlego offers a personal L&D budget for online courses, subscriptions, or books not available on Perlego, along with dedicated Learning Time for skill-building projects.

What benefits does this role provide regarding work-life balance?

The role includes 22 days of annual leave plus an additional day per year of service, office reset days between Boxing Day and New Year, and flexible bank holidays.

Are there opportunities for growth within this role?

Yes, there are growth opportunities in customer experience, operations, and education technology within the company.

How does Perlego approach team culture and communication?

Perlego values sustainable pace, cross-training, and open communication about workload within a supportive team of three.

Will I need to work in the office?

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

What is the salary for the Customer Support Specialist position?

The salary for this role is £30,000.

Can I take time off for personal reasons?

Yes, you have one additional personal day per year for life events, in addition to your regular leave entitlements.

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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.