Customer Service Officer providing support for clients after their finance product goes live. Handing enquiries and creating positive experiences in a hybrid working environment.
About the role
- Customer Support Specialist handling customer inquiries via chat and email at Perlego. Assisting with technical issues and maintaining records with a customer-centric approach.
Responsibilities
- 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
- 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
- Action change-billing-cycle requests and report on volume and turnaround time
- Process customer invoice and receipt requests efficiently, reporting on volume
- 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
- 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
Requirements
- 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)
- 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
Benefits
- 22 days annual leave + 1 additional day per year of service
- The 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.
- Regular social events and activities for everyone.
- Competitive matched parental leave and phased return to work.
- Workplace Nursery Benefit
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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