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

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

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