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For Companies At a Glance
- Tasks: Support parents globally by managing customer queries and feedback through various channels.
- Company: Join IntellectoKids, a leading developer of educational apps for young children.
- Benefits: Enjoy remote work flexibility, competitive salary, and a dynamic EdTech environment.
- Why this job: Be part of a passionate team making a difference in children's education while growing your skills.
- Qualifications: Fluent English, 6 months in customer support, and familiarity with ticketing systems required.
- Other info: Work full-time with a focus on user satisfaction and continuous improvement.
The predicted salary is between 24000 - 42000 £ per year.
IntellectoKids is one of the world’s largest developers of educational apps for children ages 2 to 7. Our products are among the top 15 in the preschool apps category globally. We are looking for a Junior Customer Support Specialist to take care of our customers - parents from all over the world.
Working format: full-time, remote. Schedule: Five days per week, including Saturday and/or Sunday, 19:00–03:00 (UTC+3). Working type: contract, payments in $. Salary: common income up to $1000 gross (with fixed salary – $700 and monthly bonus - $300). The final proposal will be made after interviewing rounds.
Responsibilities:
- Managing written responses to users through the customer communication system Zendesk within the SLA.
- Responding to reviews in app stores (App Store & Google Play).
- Handling tickets across multiple channels, including Zendesk, Facebook messages, and other platforms as they are added.
- Copywriting and updating documentation.
- Following product policy and instructions.
- Participating in the scaling of support operations by adapting to new communication channels and tools as the team grows.
You will have the following KPIs: the First Time Reply during the shift should be 15 min expectations regarding policies, flow, tone of voice, and proficiency are met.
What we expect from you:
- Fluent English (C1 level) is a must.
- At least 6 months of experience in a customer support or similar role.
- Understanding of ticketing systems (e.g., Zendesk) and how to work with them.
- Excellent written communication skills – clear, friendly, and grammatically correct.
- Digital literacy.
- Analytical and time management skills.
- Ability to work with a high volume of information.
- Fast learner, adaptable to new tools and workflows.
- User-focused mindset – ability to understand user needs and provide helpful responses.
- Experience in writing bug reports and recognizing issues that need escalation.
Would be a plus:
- Russian language knowledge.
- Experience with subscription cancellation handling according to internal policies.
- Skills in customer retention and managing negative user feedback.
- Ability to use automation tools to improve workflow and response efficiency.
What do we offer?
- A high degree of autonomy (and responsibility).
- An exciting opportunity in the rapidly growing EdTech industry.
- Being part of one of the best teams in mobile performance marketing.
- A strong culture of data-driven decision-making.
Contacts: careers@intellectokids.com, 167 City Road, London, Greater London, United Kingdom, EC1V 1AW
Junior Customer Support Specialist employer: IntellectoKids
Contact Detail:
IntellectoKids Recruiting Team
careers@intellectokids.com
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Customer Support Specialist
✨Tip Number 1
Familiarise yourself with Zendesk, as it's a key tool for this role. Spend some time exploring its features and functionalities to demonstrate your readiness to manage customer queries effectively.
✨Tip Number 2
Brush up on your written communication skills. Since you'll be responding to customers, practice writing clear and friendly messages that reflect the tone of voice expected by IntellectoKids.
✨Tip Number 3
Understand the importance of user feedback. Research common issues faced by users in educational apps and think about how you would address these concerns to show your user-focused mindset during interviews.
✨Tip Number 4
Prepare to discuss your experience in handling customer support tickets. Think of specific examples where you've successfully resolved issues or improved processes, as this will highlight your analytical and time management skills.
We think you need these skills to ace Junior Customer Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support roles. Emphasise your written communication skills and any familiarity with ticketing systems like Zendesk.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers and your understanding of their needs. Mention your adaptability to new tools and workflows, as well as your user-focused mindset.
Showcase Your Language Skills: Since fluent English is a must, ensure your application reflects your proficiency. If you have knowledge of Russian, mention it as a plus, as it could set you apart from other candidates.
Highlight Relevant Experience: In your application, detail any previous experience in customer support or similar roles. Include specific examples of how you've handled customer inquiries, managed feedback, or worked with ticketing systems.
How to prepare for a job interview at IntellectoKids
✨Showcase Your Customer Support Experience
Make sure to highlight your previous experience in customer support roles. Discuss specific situations where you successfully resolved customer issues, especially using ticketing systems like Zendesk.
✨Demonstrate Your Communication Skills
Since excellent written communication is crucial for this role, prepare to showcase your ability to write clearly and friendly. You might be asked to respond to a mock customer query during the interview, so practice crafting concise and helpful responses.
✨Familiarise Yourself with IntellectoKids Products
Research IntellectoKids and their educational apps. Understanding their products will help you answer questions about how you can support their users effectively and show your enthusiasm for the company.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and user-focused mindset. Think of examples where you had to adapt quickly or handle negative feedback, and be ready to discuss how you approached those situations.
