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- Tasks: Manage Zendesk, respond to app reviews, and enhance automation for quick customer support.
- Company: Join Memrise, a dynamic platform dedicated to making language learning fun and effective.
- Benefits: Enjoy flexible hours, remote work options, and a generous learning budget for personal growth.
- Why this job: Be part of a supportive culture that values innovation and customer satisfaction while making a real impact.
- Qualifications: Experience with Zendesk or similar tools, strong communication skills, and a passion for process improvement.
- Other info: Short cover letters are encouraged; make sure you have the right to work in the UK.
The predicted salary is between 28800 - 43200 ÂŁ per year.
Mission: Deliver fast, friendly, and increasingly AI‑powered support that delights every Memrise learner. You’ll own our Zendesk instance, reply to app‑store reviews, and continuously expand zero‑touch automation so tickets are resolved quickly—and often without human intervention.
Key Responsibilities:
- Zendesk Administration: Own and optimise Zendesk configurations—workflows, macros, and AI reply drafts—to improve automation, reduce manual workload, and increase CSAT and resolution speed.
- App Store Review Management: Monitor app store feedback, triage customer issues, and craft empathetic, brand-aligned responses that turn negative reviews into positive experiences.
- Knowledge Base & Help Centre Maintenance: Keep help centre content up-to-date and relevant. Feed learnings into AI tools to reduce repetitive tickets and improve self-service outcomes.
- Bug Reproduction & Escalation: Investigate and reproduce reported bugs, ensuring Engineering receives clear, detailed reproduction steps and contextual insights for faster resolution.
- CX Process Improvement: Identify areas of friction across support channels. Propose and implement process or AI-driven improvements to reduce handling time and ticket reopen rates.
- Metrics & Reporting: Maintain and analyse dashboards for key support metrics (e.g. zero-touch %, first-response time, resolution time, reopen rate). Share insights and recommended actions with CX and Product teams.
Must-Have Experience:
- Using Zendesk or similar tools to manage customer tickets and app store reviews, as well as automations, reporting, and integrations
- AI‑assisted reply & prompt workflows
- Bug triage & accurate reproduction
- Customer‑centric written communication
- Process‑improvement mindset & ownership
Nice-to-Have:
- SQL / ad‑hoc data analysis
Interview Process:
- 1. Screening call with the recruiter - (20-25 Min)
- 2. Skills & Competency 1 with the Line manager (45 min)
- 3. Skills & Competency 2 (45 min)
- 4. Cultural Interview (30 Minutes)
Whilst we are big fans of AI, we do review each CV individually. A short cover letter or a few punchy sentences about why you’re excited to join Memrise would go a long way. Bonus points if you get the company name right – you’d be surprised. Please make sure you have the right to work in the UK before you apply.
Recruiters: Thanks, but we’ve got this one covered – no agency support needed at this time.
Benefits:
- Generous Learning & Development budget (courses, conferences, books, + L&D leave)
- Enhanced Parental Leave
- Flexible working hours and hybrid options
- Private health insurance with Vitality
- Dental insurance with Unum
- Remote socials, talks, and team events
Contact Detail:
Memrise Inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Operations Specialist (1 year contract)
✨Tip Number 1
Familiarise yourself with Zendesk and its features before your interview. Understanding how to optimise workflows, macros, and AI reply drafts will show that you're proactive and ready to hit the ground running.
✨Tip Number 2
Prepare examples of how you've turned negative customer experiences into positive ones in the past. This will demonstrate your customer-centric approach and ability to handle app store reviews effectively.
✨Tip Number 3
Brush up on your data analysis skills, especially if you have experience with SQL. Being able to discuss how you can maintain and analyse support metrics will set you apart from other candidates.
✨Tip Number 4
Research Memrise's mission and values thoroughly. Showing genuine enthusiasm for their goals and how you can contribute will resonate well during the cultural interview stage.
We think you need these skills to ace Customer Support Operations Specialist (1 year contract)
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and required skills. Tailor your application to highlight your experience with Zendesk or similar tools, as well as your customer-centric communication style.
Craft a Compelling Cover Letter: Write a short cover letter that expresses your excitement about joining Memrise. Make sure to mention specific aspects of the role that appeal to you and how your skills align with their mission of delivering fast, friendly support.
Highlight Relevant Experience: In your CV, emphasise any previous experience you have with customer support operations, particularly in using automation tools and managing app store reviews. Use metrics to demonstrate your impact in previous roles, such as improvements in response times or customer satisfaction.
Proofread Your Application: Before submitting, double-check your application for spelling and grammatical errors. Ensure that you have correctly spelled 'Memrise' throughout your documents, as attention to detail is crucial in customer support roles.
How to prepare for a job interview at Memrise Inc
✨Know Your Zendesk Inside Out
Since you'll be owning the Zendesk instance, make sure you understand its features and functionalities thoroughly. Familiarise yourself with workflows, macros, and AI reply drafts to demonstrate your capability in optimising the platform during the interview.
✨Craft Empathetic Responses
Given the importance of app store review management, prepare examples of how you've turned negative feedback into positive experiences. Show that you can communicate effectively and empathetically, aligning with the brand's voice.
✨Showcase Your Process Improvement Mindset
Be ready to discuss specific instances where you've identified friction points in customer support processes and implemented improvements. Highlight any experience with AI-driven solutions or automation that reduced handling time.
✨Prepare for Metrics and Reporting Questions
Understand key support metrics like zero-touch percentage and first-response time. Be prepared to discuss how you've used data analysis in previous roles to drive insights and improve customer satisfaction.
