Customer Support Operations Specialist (1 year contract)

Customer Support Operations Specialist (1 year contract) Customer Support Operations Specialist (1 year contract) Get AI-powered advice on this job and more exclusive features. 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. Requirements 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: Screening call with the the recruiter – (20-25 Min) Skills & Competency 1 with the Line manager ( 45 min) Skills & Competency 2 ( 45 min) 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 Seniority level Seniority level Mid-Senior level Employment type Employment type Contract Job function Job function Customer Service Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Memrise by 2x Get notified about new Customer Support Specialist jobs in London, England, United Kingdom . London, England, United Kingdom 1 week ago London, England, United Kingdom 2 weeks ago Marcus by Goldman Sachs, Customer Support Agent, London London, England, United Kingdom 1 week ago London, England, United Kingdom 1 week ago London, England, United Kingdom 2 weeks ago London, England, United Kingdom 5 days ago Customer Support Representative – London Sutton, England, United Kingdom 3 days ago Croydon, England, United Kingdom 3 days ago London, England, United Kingdom 2 days ago London, England, United Kingdom 3 days ago London, England, United Kingdom 1 week ago TikTok LIVE – Global Customer Service Representative, Arabic Speaking London, England, United Kingdom 2 weeks ago Global Customer Implementation & Support Specialist London, England, United Kingdom 1 week ago Romford, England, United Kingdom 4 days ago Greater London, England, United Kingdom 9 hours ago London, England, United Kingdom 3 weeks ago London, England, United Kingdom 3 weeks ago London, England, United Kingdom 2 days ago London, England, United Kingdom 1 day ago London, England, United Kingdom 1 week ago Ashford, England, United Kingdom 1 week ago Global Customer Implementation & Support Specialist London, England, United Kingdom 3 days ago London, England, United Kingdom 2 weeks ago Hounslow, England, United Kingdom 1 day ago Ashford, England, United Kingdom 1 week ago London, England, United Kingdom 6 days ago Surrey, England, United Kingdom 12 hours ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr