Customer Support Specialist

About Perlego

Perlego is a digital education platform focused on making learning more reachable and affordable. Through one subscription, it gives students and lifelong learners access to a vast library of academic and professional books. The Customer Experience team sits at the centre of that purpose by making sure every learner who contacts the company gets prompt, compassionate, and well-informed help.

About the Role

Perlego is hiring a Customer Support Specialist to join its small Customer Experience team and act as the main point of contact for customer enquiries. This is a practical, hands-on position where you will be the first person customers speak to and will help keep everyday support operations moving efficiently.

The role is for 40 hours per week, with a required core working window of 2:00-6:00 pm GMT, Monday to Friday. Alternative working hours can be discussed with the right candidate, provided those core hours are covered.

Key Responsibilities

Your work will cover customer communication, technical triage, account operations, and internal support tasks.

• Handle most new customer queries through chat and email, delivering responses that are quick, friendly, and accurate.
• Spot patterns, unusual cases, and possible escalations, then share them with the wider CX team.
• Help meet response-time goals: under 30 minutes for chat and under 12 hours for email.
• Review customer-reported technical problems, confirm whether issues are valid, and document them clearly.
• Create bug reports with reproduction steps and share them with product and engineering teams.
• Monitor and report on the number of technical issues and their resolution progress.
• Carry out billing-cycle change requests and track both the number of requests and turnaround time.
• Process invoice and receipt requests efficiently while keeping reporting up to date.
• Reply to customer reviews on Trustpilot, Google Play, and the Apple App Store.
• Communicate in a way that reflects the Perlego brand with professionalism, empathy, and a strong focus on resolution.
• Help keep the spam inbox organised by handling items in the spam queue.
• Review Help Centre articles before they are published to make sure they are accurate and easy to understand.
• Help maintain the CX Playbook by owning pages related to your area of expertise.
• Contribute to team discussions, workshops, and ongoing improvements to the support function.

Working Style and What to Expect

This role includes hybrid working, with one required office day each week. The team is small and supportive, with a focus on a sustainable pace, cross-training, and open conversations about workload. You will have meaningful responsibility from the start and clear KPIs so you can understand expectations and manage your time effectively. The position also offers room to grow within customer experience, operations, and edtech.

Requirements

To succeed in this role, you should bring a solid frontline support background, strong communication skills, and a calm, organised approach to service work.

• Prior experience in customer support, a help desk, or another customer-facing frontline role.
• Excellent written English and a tone that is warm, clear, and professional.
• Strong accuracy and the ability to follow documented procedures carefully.
• Confidence using technology and the ability to learn new tools quickly, including basic troubleshooting.
• A structured, organised way of handling multiple tasks and shifting priorities.
• Patience and empathy when dealing with customers who are frustrated or uncertain.
• Dependable availability during the core hours of 2:00-6:00 pm GMT, Monday to Friday.

Preferred Experience

• Experience with support tools such as Intercom and JIRA.
• Background in responding to public reviews on Trustpilot or app stores.
• Interest in education technology, digital learning, library science, or publishing.
• Experience in a small, fast-moving team where people work across multiple responsibilities.

Benefits

• Annual salary of £30,000.
• Flexible hybrid setup with two office days per week.
• Personal learning and development budget for online courses, subscriptions, or books not available on Perlego.
• Dedicated learning time for new skills, side projects, interests, and hackathons.
• 22 days of annual leave, plus one extra day for each year of service.
• Office closure between Boxing Day and New Year, in addition to annual leave.
• Option to swap local bank holidays for religious or cultural observances.
• Short periods of remote work from overseas, provided you remain a UK tax resident.
• Unpaid one-month sabbatical after 3 years and paid one-month sabbatical after 5 years.
• One additional personal day each year for life events.
• Private medical, dental, and optical cover through Vitality.
• Cycle to Work scheme.
• Regular company social events and activities.
• Competitive matched parental leave and a phased return-to-work arrangement.
• Workplace nursery benefit.

Additional Information

The role is based in London, England, United Kingdom, and is open as a full-time hybrid position. The working pattern is 40 hours per week, with the core 2:00-6:00 pm GMT window required on weekdays. No separate application deadline, vacancy count, or start date was specified.