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- Tasks: Provide top-notch support to schools via phone, email, and live chat.
- Company: Join Bedrock Learning, a leader in EdTech dedicated to improving literacy worldwide.
- Benefits: Enjoy a 4-day work week, private medical coverage, and a yearly training allowance.
- Why this job: Make a real impact in education while growing your career in a vibrant team.
- Qualifications: Customer support experience and excellent communication skills are essential.
- Other info: Be part of a dynamic culture with regular social events and career progression opportunities.
The predicted salary is between 15000 - 18750 £ per year.
Location: Remote
Type: Part-Time (24 hours per week)
Salary: £15,000-£18,750 DOE.
Team: Digital, Data & Technology
Supported by: Head of Product
Closing date: Wednesday 31st December 2025
Start date: Commencement Upon Hiring
About Bedrock Learning
Bedrock Learning is on a mission to improve literacy and learning outcomes for students worldwide. Our innovative platform provides personalised learning experiences and immerses students in a dynamic, interactive and aspirational curriculum. We combine cutting-edge technology with proven educational strategies to create a powerful tool for teachers, students and parents. Bedrock Learning works with over 900 schools and supports hundreds of thousands of learners annually to realise their potential through education. We are ranked as the UK's number one solution in primary and secondary schools, with a market-leading NPS and a platform teachers love. Literacy is the bedrock of education, and we are dedicated to ensuring every student has the opportunity to succeed at school and beyond.
Working at Bedrock Learning
Educational impact, research and policy are the lifeblood of our operation, and we welcome team members who care deeply about our mission. To succeed in this role, you must have a genuine passion for learning and education. At Bedrock Learning, we pride ourselves on our collaborative, inclusive, and forward-thinking culture. Our team is passionate and driven, constantly striving to innovate and improve. We offer a supportive and flexible work environment where employees are encouraged to take initiative, think creatively, and drive our mission forward.
Core Responsibilities
We’re looking for a proactive and customer-focused Product Support Specialist to join our growing team. You’ll be the first point of contact for our schools, providing outstanding support across phone, email, and live chat. You’ll also play a key role in onboarding schools to our platform, ensuring they get the best possible start with us. This role is perfect for someone who thrives in a fast-paced helpdesk environment, enjoys problem-solving, and communicates with clarity and confidence.
- Deliver front-line customer support via phone, email, and live chat, providing prompt and accurate solutions.
- Manage our helpdesk (Zendesk) to ensure all support tickets are acknowledged, tracked, escalated, and resolved within SLAs.
- Troubleshoot technical issues, escalating more complex problems where necessary.
- Optimise and contribute to our chatbot and self-service support materials to improve customer experience.
- Carry out technical onboarding for new schools, ensuring a smooth and successful set-up.
- Build deep product knowledge to confidently guide users and contribute to help centre documentation.
- Collaborate with colleagues across teams, using Hubspot and other CRM systems to share customer insights.
Previous experience in customer or product support, ideally within SaaS, EdTech, or digital products.
Excellent communication skills: professional, confident on the phone, clear in writing, and a good listener.
A friendly, people-first approach with the ability to remain calm and professional under pressure.
Strong problem-solving skills with an analytical and creative mindset.
Ability to prioritise and multitask effectively in a busy environment.
Tech-savvy, with a good understanding of IT tools and platforms.
Proactive, curious, and enthusiastic about learning new skills.
Highly motivated and driven to deliver exceptional support and exceed expectations.
Your health and wellbeing
- 4-day week (pro rata for this role)
- Comprehensive private medical coverage for you, your partner, and any children for whom you are the legal guardian, including GP services, mental health pathway, dental and optical, enhanced hospital lists and full medical cover.
- Eye examination scheme.
- Closure between Christmas and New Year.
Your development
- Annual pay increase.
- £1,000 yearly personal allowance for training and development.
- Exciting, high-growth company with the opportunity to progress rapidly.
- Company pension scheme.
Your team
A vibrant company culture – read our company culture code. Regular company-funded social events.
The Recruitment Process
Interested candidates are invited to submit their application. The recruitment process will include the following steps:
- Assessments: Complete psychometric and aptitude tests through Test Gorilla.
- Online interview: Interview with management to discuss your experience, suitability for the role and cultural alignment with Bedrock Learning.
- In-person technical & values interview: A technical task with management to demonstrate your skills for the role and alignment with our culture and values.
Join us at Bedrock Learning and be a part of a team that is preparing young people for tomorrow's world through innovative technology and an impassioned commitment to raising aspirations. We look forward to receiving your application.
If you like the sound of this role, but find you do not fulfil every single requirement, you might still be a great candidate. If you are a woman or a person of colour, studies show you are less likely to apply for jobs where you do not meet every requirement. Bedrock Learning is an equal opportunities employer and welcomes applications from all suitable persons regardless of their race, sex, disability, religion/belief, gender identity, sexual orientation or age.
Product Support Specialist (Part-Time) in London employer: Bedrock Learning
Contact Detail:
Bedrock Learning Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist (Part-Time) in London
✨Tip Number 1
Get to know Bedrock Learning inside out! Familiarise yourself with their mission and values, and think about how your passion for education aligns with what they do. This will help you stand out in interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for schools, being clear and confident on the phone and in writing is key. Try role-playing common support scenarios with a friend.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you tackled challenges effectively. Be ready to share these during your interview to demonstrate your proactive approach.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Bedrock Learning team. Don’t miss out!
We think you need these skills to ace Product Support Specialist (Part-Time) in London
Some tips for your application 🫡
Show Your Passion for Education: When you're writing your application, let your love for learning and education shine through. We want to see that you genuinely care about making a difference in students' lives, so share any relevant experiences or motivations that drive you.
Tailor Your Application: Make sure to customise your application to fit the Product Support Specialist role. Highlight your customer support experience and any tech-savvy skills you have. We appreciate when candidates take the time to align their skills with what we're looking for!
Be Clear and Concise: In your written application, clarity is key! Use straightforward language and get straight to the point. We value good communication skills, so make sure your writing reflects that by being professional yet approachable.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Bedrock Learning
✨Know Your Product Inside Out
Before the interview, make sure you dive deep into Bedrock Learning's platform. Familiarise yourself with its features and benefits, as well as any recent updates or news. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Customer Support Skills
Prepare examples from your past experiences where you've provided exceptional customer support. Highlight situations where you resolved issues effectively or went above and beyond for a customer. This will demonstrate your proactive and people-first approach, which is crucial for this role.
✨Practice Problem-Solving Scenarios
Since the role involves troubleshooting technical issues, think of common problems that users might face and how you would resolve them. Practising these scenarios can help you articulate your thought process during the interview, showcasing your analytical and creative mindset.
✨Align with Their Values
Bedrock Learning values collaboration, innovation, and a passion for education. Be prepared to discuss how your personal values align with theirs. Share your enthusiasm for learning and how you can contribute to their mission of improving literacy and learning outcomes.
