# Customer Support Specialist > Perlego · London, United Kingdom (Hybrid) · Full-time · Posted 2026-06-19 **Salary:** From GBP 30,000 **Workplace:** hybrid **Department:** Commercial ## Description **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 ## Requirements **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 ## Benefits **✨ 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** **🎉 Social** Regular social events and activities for everyone. **🍼 Family time** Competitive matched parental leave and phased return to work. **👼 Workplace Nursery Benefit** ## Apply [Apply at Perlego](https://apply.workable.com/perlego/j/3F04E229AD/apply) --- Powered by [Workable](https://www.workable.com)