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For Companies At a Glance
- Tasks: Be the friendly voice for customers, providing fast and empathetic support.
- Company: Join Perlego, a digital learning platform making education accessible for all.
- Benefits: Enjoy flexible hybrid working, a personal L&D budget, and 22 days annual leave.
- Other info: Opportunities for growth in customer experience and education technology await you!
- Why this job: Make a real impact in customer experience while growing your skills in a supportive team.
- Qualifications: Experience in customer support and excellent communication skills are essential.
The predicted salary is between 30000 - 30000 £ per year.
About Perlego
Perlego is a digital learning platform on a mission to make education accessible and affordable. We give students and lifelong learners unlimited access to hundreds of thousands of academic and professional books through a single subscription. Our Customer Experience team is at the heart of that mission, ensuring every learner who reaches out receives fast, empathetic, and knowledgeable support.
About the Role
We’re looking for a Customer Support Specialist to join our small CX team as the frontline anchor for customer interactions. This is a hands‑on role: you’ll be the first voice our customers hear and the person who keeps day‑to‑day operations running smoothly. You’ll work 40 hours a week with a mandatory core window of 2:00–6:00 pm GMT, Monday to Friday. We are open to agreeing alternative hours with the successful candidate, as long as those core hours are covered.
What You’ll Do
- Customer Inbox
- Respond to the majority of new customer enquiries via chat and email, delivering fast, friendly, and accurate support
- Flag emerging trends, edge cases, and potential escalations to the wider CX team
- Help maintain first‑response‑time targets: under 30 minutes for chat and under 12 hours for email
- Technical Issue Validation
- Identify, validate, and document technical issues reported by customers
- Log confirmed bugs with clear reproduction steps and pass them to the product and engineering team
- Track and report on tech issue volume and resolution status
- Billing & Account Operations
- Action change‑billing‑cycle requests and report on volume and turnaround time
- Process customer invoice and receipt requests efficiently, reporting on volume
- Review Responses
- Respond to customer reviews across Trustpilot, Google Play, and the Apple App Store
- Represent the Perlego brand voice with empathy, professionalism, and a genuine desire to resolve issues
- Team Contributions
- Support spam inbox management by actioning spam queue items
- Peer‑review Help Centre articles before publication to ensure accuracy and clarity
- Contribute to and maintain the CX Playbook, owning pages aligned to your areas of expertise
- Contribute to Team discussions and workshops
Why This Role Works for You
- Hybrid working, 1 required in office day per week
- A supportive team of three that values sustainable pace, cross‑training, and open communication about workload
- Real responsibility from day one — this is not a box‑ticking role; you’ll be the primary voice of Perlego for thousands of learners
- Clear KPIs so you always know what success looks like and can manage your time accordingly
- Growth opportunities in customer experience, operations, and education technology
Essential
- Previous experience in a customer support, help desk, or similar frontline role
- Excellent written English with a warm, clear communication style
- Strong attention to detail and the ability to follow documented processes accurately
- Comfort working with technology — you can pick up new tools quickly and troubleshoot basic technical queries
- A methodical, organised approach to managing multiple tasks and priorities
- Empathy and patience when dealing with frustrated or confused customers
- Reliable availability during core hours (2–6 pm GMT, Monday–Friday)
Desirable
- Familiarity with support platforms such as Intercom, JIRA
- Experience responding to public reviews on Trustpilot or app stores
- Interest in education technology, digital learning, library science, or the publishing industry
- Experience working in a small, fast‑paced team where everyone wears multiple hats
Compensation
- The salary available for this role is £30,000.
- Flexible working environment, with a preference for in-office presence twice a week.
- Personal L&D budget for online courses, subscriptions, or books not on Perlego.
- Dedicated Learning Time for new skills, projects, or interests outside day‑to‑day role.
- 22 days annual leave + 1 additional day per year of service.
- Days between Boxing Day and New Year off, additional to annual leave.
- Flexibility to swap local bank holidays for religious or cultural days.
- Flexible short‑period remote working overseas, as long as you remain a UK tax resident.
- 1‑month unpaid sabbatical after 3 years; 1‑month paid sabbatical after 5 years.
- 1 additional day per year for life events.
- Private medical, optical and dental insurance via Vitality.
- Cycle to Work Scheme.
- Regular social events and activities for everyone.
- Competitive matched parental leave and phased return to work.
- Workplace Nursery Benefit.
Customer Support Specialist employer: Perlego Ltd.
Contact Detail:
Perlego Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Perlego's mission and values. This way, you can show how your passion for education aligns with their goals, making you a standout candidate.
✨Tip Number 2
Practice makes perfect! Role-play common customer support scenarios with a friend or family member. This will help you feel more confident and prepared to handle real-life situations during your interview.
✨Tip Number 3
Show off your tech skills! Familiarise yourself with tools like Intercom or JIRA, even if you haven't used them before. Mentioning your willingness to learn these platforms can really impress the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Perlego team.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of warmth and friendliness into your words. Remember, you're applying for a role where empathy is key!
Tailor Your Application: Make sure to tailor your application specifically for the Customer Support Specialist role. Highlight your relevant experience and skills that match what we’re looking for, like your knack for clear communication and attention to detail. It shows us you’ve done your homework!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of the matter. Avoid fluff and focus on what makes you a great fit for our team!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do, so why not?
How to prepare for a job interview at Perlego Ltd.
✨Know the Company Inside Out
Before your interview, take some time to really understand Perlego's mission and values. Familiarise yourself with their digital learning platform and how it makes education accessible. This will help you connect your answers to their goals and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Support Skills
Prepare examples from your past experiences where you've successfully handled customer inquiries or resolved issues. Highlight your ability to communicate clearly and empathetically, as this is crucial for a Customer Support Specialist role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Technical Savvy
Since you'll be dealing with technical issues, brush up on any relevant tools or platforms mentioned in the job description, like Intercom or JIRA. Be ready to discuss how you troubleshoot problems and document issues effectively. This will show that you can hit the ground running in a tech-driven environment.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions prepared that show your interest in the role and the company. You might ask about the team dynamics, how success is measured in the role, or what growth opportunities are available. This not only demonstrates your enthusiasm but also helps you gauge if the company is the right fit for you.