Customer Support Specialist

## About Perlego Perlego is a digital learning platform on a mission to make education accessible and affordable. We give students and lifelong learners unlimited access to hundreds of thousands of academic and professional books through a single subscription. Our Customer Experience team is at the heart of that mission, ensuring every learner who reaches out receives fast, empathetic, and knowledgeable support. ## About the Role We're looking for a Customer Support Specialist to join our small CX team as the frontline anchor for customer interactions. This is a hands-on role: you'll be the first voice our customers hear and the person who keeps day-to-day operations running smoothly. You'll work 40 hours a week with a mandatory core window of 2:00–6:00 pm GMT, Monday to Friday. We are open to agreeing alternative hours with the successful candidate, as long as those core hours are covered. ## What You'll Do ### Customer Inbox - 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 ### Technical Issue Validation - 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 ### Billing & Account Operations - Action change-billing-cycle requests and report on volume and turnaround time - Process customer invoice and receipt requests efficiently, reporting on volume ### Review Responses - 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 ### Team Contributions - 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 ## Why This Role Works for You - Hybrid working, 1 required in office day per week - A supportive team of three that values sustainable pace, cross-training, and open communication about workload - Real responsibility from day one — this is not a box-ticking role; you'll be the primary voice of Perlego for thousands of learners - Clear KPIs so you always know what success looks like and can manage your time accordingly - Growth opportunities in customer experience, operations, and education technology ## 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 ## Benefits ### Compensation - The salary available for this role is £30,000 ### Flexible - We operate a flexible hybrid working environment, we like to see you in the office twice a week. ### L&D Budget - We value continuous learning and you will have a personal L&D budget for online courses, subscriptions, or books not on Perlego. ### Learning Time - All employees have dedicated Learning Time to focus on new skills, projects, or interests outside their day-to-day role, including Hackathons. ### Work-Life Balance - 22 days annual leave + 1 additional day per year of service ### Office Reset - The days between Boxing Day and New Year off, additional to annual leave. ### Flexi Bank Holidays - Flexibility to swap local bank holidays for religious or cultural days. ### Work from overseas - Flexible short-period remote working overseas, as long as you remain a UK tax resident. ### Sabbatical - 1-month unpaid sabbatical after 3 years; 1-month paid sabbatical after 5 years. ### Personal Days - 1 additional day per year for life events. ### Health & Wellbeing - Private medical, optical and dental insurance via Vitality. ### Cycle to Work Scheme ### Social - Regular social events and activities for everyone. ### Family time - Competitive matched parental leave and phased return to work. ### Workplace Nursery Benefit