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- Tasks: Manage Zendesk, respond to app reviews, and enhance customer support automation.
- Company: Join Memrise, a leader in AI-powered language learning.
- Benefits: Enjoy flexible hours, remote work, and a generous learning budget.
- Why this job: Be part of a dynamic team improving customer experiences with innovative tech.
- Qualifications: Experience with Zendesk, strong communication skills, and a passion for process improvement.
- Other info: Short cover letters are encouraged; show your excitement for Memrise!
The predicted salary is between 30000 - 42000 ÂŁ per year.
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
Customer Support Operations Specialist (1 year contract) employer: Memrise
Contact Detail:
Memrise 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. Since you'll be owning the Zendesk instance, understanding its workflows, macros, and automation capabilities will give you a significant edge during the interview.
✨Tip Number 2
Prepare examples of how you've handled customer feedback in the past. Being able to discuss specific instances where you turned negative reviews into positive experiences will showcase your customer-centric approach.
✨Tip Number 3
Brush up on your data analysis skills, especially if you have experience with SQL. Being able to analyse support metrics and share insights will demonstrate your process-improvement mindset, which is crucial for this role.
✨Tip Number 4
Show enthusiasm for AI-driven solutions. Since the role involves expanding zero-touch automation, expressing your excitement about leveraging AI tools to enhance customer support will resonate well with the hiring team.
We think you need these skills to ace Customer Support Operations Specialist (1 year contract)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Support Operations Specialist. Familiarise yourself with Zendesk and the importance of customer-centric communication.
Tailor Your CV: Highlight your experience with Zendesk or similar tools prominently in your CV. Include specific examples of how you've improved processes or handled customer tickets effectively.
Craft a Compelling Cover Letter: Write a short cover letter that expresses your excitement about joining Memrise. Mention why you're drawn to their mission and how your skills align with the role. Remember to get the company name right!
Showcase Your Analytical Skills: If you have experience with SQL or data analysis, be sure to mention it. Highlight any relevant metrics you've worked with in previous roles, as this will demonstrate your ability to maintain and analyse support metrics.
How to prepare for a job interview at Memrise
✨Know Your Zendesk Inside Out
Since you'll be owning the Zendesk instance, make sure you understand its features thoroughly. Familiarise yourself with workflows, macros, and AI reply drafts. Be ready to discuss how you've optimised similar tools in the past.
✨Craft Empathetic Responses
You'll need to manage app store reviews, so practice crafting responses that are not only brand-aligned but also empathetic. Think of examples where you've turned negative feedback into positive experiences and be prepared to share them.
✨Showcase Your Process Improvement Mindset
The role requires identifying areas for improvement, so come prepared with examples of how you've successfully implemented process changes in previous roles. Highlight your ability to analyse metrics and suggest actionable insights.
✨Demonstrate Customer-Centric Communication
As customer communication is key, ensure you can articulate your approach to writing clear and effective messages. Bring examples of how your communication has positively impacted customer satisfaction in the past.
