At a Glance
- Tasks: Be the friendly voice for customers, providing fast and empathetic support.
- Company: Join Perlego, a mission-driven digital learning platform making education accessible.
- Benefits: Enjoy a competitive salary, flexible working, and a personal learning budget.
- Other info: Hybrid work model with opportunities for growth in customer experience and tech.
- Why this job: Make a real impact on learners' lives 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 are 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 will be the first voice our customers hear and the person who keeps day‐to‐day operations running smoothly. You will 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 Will 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 will 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
We operate a flexible hybrid working environment, we like to see you in the office twice a week.
L&D Budget
We value continuous learning and you will have a personal L&D budget for online courses, subscriptions, or books not on Perlego.
Learning Time
All employees have dedicated Learning Time to focus on new skills, projects, or interests outside their day‐to‐day role, including Hackathons.
Work‐Life Balance
22 days annual leave + 1 additional day per year of service.
Office Reset
The days between Boxing Day and New Year off, additional to annual leave.
Flexi Bank Holidays
Flexibility to swap local bank holidays for religious or cultural days.
Work from overseas
Flexible short‐period remote working overseas, as long as you remain a UK tax resident.
Sabbatical
1‐month unpaid sabbatical after 3 years; 1‐month paid sabbatical after 5 years.
Personal Days
1 additional day per year for life events.
Health & Wellbeing
Private medical, optical and dental insurance via Vitality.
Cycle to Work Scheme
Regular social events and activities for everyone.
Family time
Competitive matched parental leave and phased return to work.
Workplace Nursery Benefit
Customer Support Specialist in London employer: Perlego
Perlego is an exceptional employer that prioritises employee growth and well-being, offering a supportive team environment where every voice matters. With flexible hybrid working arrangements, a dedicated learning budget, and a strong focus on work-life balance, employees can thrive both personally and professionally while contributing to a mission that makes education accessible for all. Join us in a role that provides real responsibility and the opportunity to make a meaningful impact in the world of digital learning.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in London
✨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 the interview.
✨Tip Number 3
Don’t forget to ask questions! Prepare thoughtful questions about the team dynamics and the tools they use. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Customer Support Specialist in London
Some tips for your application 🫡
Show Your Personality:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to be a bit informal and friendly. Remember, we’re looking for someone who can connect with our customers, so show us how you’d do that in your writing.
Tailor Your Application:Make sure to tailor your application to the role of Customer Support Specialist. Highlight any relevant experience you have in customer support or similar roles, and mention specific skills that match what we're looking for. This shows us you’ve done your homework and are genuinely interested in joining our team.
Be Clear and Concise:We appreciate clear communication, so keep your application straightforward and to the point. Avoid jargon and make sure your writing is easy to read. This will not only help us understand your qualifications but also give us a taste of how you communicate with customers.
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 it gets into the right hands. Plus, it gives you a chance to explore more about us and what we stand for before you hit send!
How to prepare for a job interview at Perlego
✨Know the Company Inside Out
Before your interview, take some time to research Perlego and its mission. Understand their digital learning platform and how they aim to make education accessible. This will help you align your answers with their values 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.
✨Familiarise Yourself with Common Tools
If you have experience with support platforms like Intercom or JIRA, be ready to discuss it. If not, do a bit of research on these tools and how they are used in customer support. Showing that you can quickly pick up new technology will impress the interviewers.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, growth opportunities, and what success looks like in this role. This not only shows your interest but also helps you gauge if Perlego is the right fit for you.
