• Liderar, desarrollar y supervisar al equipo de Servicio al Cliente • Gestionar y dar seguimiento a la resolución de incidencias • Coordinar la administración y priorización de tickets de soporte • Implementar y optimizar procesos de atención al cliente • Actuar como punto de escalamiento para la resolución de problemas complejos • Monitorear indicadores de desempeño (KPIs) • Trabajar en estrecha colaboración con las áreas de tecnología y operaciones • Promover el uso de herramientas tecnológicas y mejores prácticas • Capacitar y desarrollar al equipo a cargo • Garantizar una experiencia de servicio excepcional

Title: Customer Support Specialist Location: London England GB Job 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

• Manage the complete order lifecycle, ensuring accurate entry, tracking, and on-time delivery • Keep customers consistently informed about their order status, dispatch details, and shipment tracking • Proactively identify potential supply chain delays and provide viable alternatives to the customer • Provide professional phone support to identify customer needs, fulfill requests, and promote the company’s products and services • Implement Brand Service Strategies and actively apply new initiatives to improve customer satisfaction • Track and log order statuses, customer inquiries, and responses in the company's computer systems • Evaluate and resolve customer complaints with a professional approach • Manage product and pricing escalations and coordinate with other departments as necessary • Partner closely with the Sales department to help achieve shared revenue and business targets • Perform other customer service-related duties and operational tasks as assigned

• Provides technical support to customers and/or employees via telephone, fax, email, text or other web/internet media regarding technical aspects of assigned products. • Answers questions about installation, operation, configuration, customization and usage of assigned products. • Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. • Escalates complex problems to senior level Customer Technical Support Specialist or Supervisor. • Strong organizational skills, with attention to detail and ability to prioritize workload. • Capacity to think and solve problems independently within a changing environment while being customer focused and building solid relationships. • Strong interpersonal and business communication skills, both written and verbal. • Ability to manage time effectively, make decisions and work independently within a team atmosphere. • Proficient in Microsoft Office Suite of products, including Outlook, OneNote, Teams, Excel, PowerPoint, and Word. • Experience monitoring and responding to metrics, resulting in a path of continual improvement. • Proficient with Microsoft Power BI or similar advanced reporting tools. • Ability to follow through with tasks/projects to successful completion.