Customer Support Manager, Perlego

• Strong verbal and written communication skills
• You are able to collaborate effectively with peers and across teams
• You love getting to know people and helping them solve their problems
• An eagerness to learn from everyone around you and get ‘stuck in’
• Cool and calm under pressure, you always feel comfortable, have superior organisational skills, integrity, great follow-through on tasks, attention to detail and are rigorous
• A positive outlook on life

Desirable

• We're looking for a smart, motivated and reliable Customer Support Manager, who loves working with people, to lead our Customer Support team
• You’ll be managing our five-star team, ensuring all queries are handled professionally, and deliver positive outcomes for every user
• The role will give you the opportunity to provide a fantastic customer experience for an online subscription business. Of everyone in the team, you’ll be closest to our users and will provide great value to help us on our mission to make learning accessible to all
• Working closely with the Marketing & Growth teams
• You'll be working with the best at turning customer issues into positive outcomes for both Perlego and our subscribers
• You'll also be working closely with technical support to ensure we keep the Perlego apps and website running as best it can
• To ensure we deliver the best possible customer support to our users no matter where they are in the world this role will occasionally require a couple hours of work on the weekend (these extra hours are to be then taken off during the week)
• You will manage & oversee the customer support team to empower them to deliver outstanding customer support through email, live chat and social media
• You will be responsible for the training and development of team members
• Manage & oversee the payment process
• You will talk to our users on a daily basis to resolve or redirect all queries, aiming to solve them as soon as we can; you'll be the first point of contact for our users
• Learn the product inside and out, and work with technical support to provide a world-class service
• Become an advocate for the users - feeding back their insights to the rest of the company and helping shape the product
• You will manage shaping the customer journey and come up with new ways to make people’s lives easier and happier
• You will be responsible for reviewing and analysing weekly and monthly reports, to make actionable recommendations to improve team performance

• 🏠 Flexible: We operate a flexible hybrid working environment. If you’re based in London, we’d expect to see you in the office twice a week, if you’re outside of London we’d expect to see you at least 6 times a quarter (hopefully at our quarterly socials 💃). If you’re looking for a 100% remote role, this one is not for you. At Perlego, we empower you to work in a way that supports your needs and your life. We trust people to know what works best for them. We are flexible if you wish to work remotely overseas for short-periods of time, as long as you remain a UK tax resident 🗺
• 🧠 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.
• 🌱 Unlimited Coaching Opportunities: Unlimited access to MoreHappi, an on-demand professional coaching platform to offer all employees access to unbiased and professional coaching opportunities
• 🤓 Learning Time: All employees have dedicated Learning Time
• 🌴 Work-Life Balance: Everyone needs a break, so enjoy 30 days off (incl. bank holidays) + 1 additional day annual leave for every year of service (up to 35 days)
• 🛐 Flexi Bank Holidays: We understand that not everyone aligns to the same calendar; we offer the flexibility to take your local countries bank holiday allowance for other religious or cultural days E.g. switch UK Easter Bank Holidays Days for Eid celebrations
• ❄️ Office Reset: All employees an also enjoy the days between Boxing Day and New Year off, to reset and refresh for the New Year - this is additional to your annual leave 🙂
• 🏖 Sabbatical: After three years there is an opportunity to take a 1-month unpaid sabbatical, and after five years there is an opportunity to take a 1-month paid sabbatical
• 💛 Personal Days: Life happens and we want you to be able to use your annual leave for resting, relaxing or taking time out to do something you love! We offer 1 additional day a year for life events (your wedding, relocation, moving house, or a child starting school)
• 🍏 Health & Wellbeing: We want everyone to feel healthy and happy, so we offer private medical insurance via Vitality.
• 💭 Mental Health: All employees get access to therapy and counselling through Vitality
• 🚲 Cycle to Work Scheme: We're committed to building a sustainable business, so we encourage cycling to work. Perlego will buy your bike of choice, which you'll pay back over 12 months
• 🎉 Social: We're a tight-knit bunch who enjoy our time to play. We have regular social events and activities for everyone - everything from white water rafting to board game nights
• 🍼 Family time: We believe family is really important; we offer new parents a competitive matched parental leave as well as phased return to work after 6 months leave.
• 👼 Workplace Nursery Benefit: We want to support working parents and carers, so we offer a workplace nursery benefit scheme, helping our employees potentially save thousands of £££ against the cost of nurseries each year

Total funding: $85.1m

Perlego is pitched as a “Spotify for textbooks,” enabling students, and also professionals, who make up 30% of users, to access textbooks on a subscription basis.