Customer Support Operations Specialist (1 year contract)

Memrise Inc; London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in language learning is seeking a Customer Experience Specialist to enhance support through Zendesk. You'll manage customer interactions, optimize automation processes, and drive improvements to deliver exceptional service. If you're passionate about enhancing learner experiences with AI and process optimizations, we want to meet you!

Benefits

Generous Learning & Development budget

Enhanced Parental Leave

Flexible working hours

Private health insurance

Remote socials, talks, and team events

Qualifications

• Experience using Zendesk or similar tools for managing customer tickets.
• Strong written communication with a customer-centric approach.
• Understanding of AI-driven support processes.

Responsibilities

• Own and optimise Zendesk configurations.
• Monitor app store feedback and triage customer issues.
• Investigate and escalate reported bugs for resolution.

Skills

Zendesk or similar tools experience

Customer‑centric written communication

Process‑improvement mindset

Bug triage

AI-assisted reply workflows

Job description

Mission:

Deliver fast, friendly, and increasingly AI‑powered support that delights every Memrise learner. You’ll own our Zendesk instance, reply to app‑store reviews, and continuously expand zero‑touch automation so tickets are resolved quickly—and often without human intervention.

Key Responsibilities:

Zendesk Administration:
Own and optimise Zendesk configurations—workflows, macros, and AI reply drafts—to improve automation, reduce manual workload, and increase CSAT and resolution speed.

App Store Review Management:
Monitor app store feedback, triage customer issues, and craft empathetic, brand-aligned responses that turn negative reviews into positive experiences.

Knowledge Base & Help Centre Maintenance:
Keep help centre content up-to-date and relevant. Feed learnings into AI tools to reduce repetitive tickets and improve self-service outcomes.

Bug Reproduction & Escalation:
Investigate and reproduce reported bugs, ensuring Engineering receives clear, detailed reproduction steps and contextual insights for faster resolution.

CX Process Improvement:
Identify areas of friction across support channels. Propose and implement process or AI-driven improvements to reduce handling time and ticket reopen rates.

Metrics & Reporting:
Maintain and analyse dashboards for key support metrics (e.g. zero-touch %, first-response time, resolution time, reopen rate). Share insights and recommended actions with CX and Product teams.

• Must‑Have
• Experience using Zendesk or similar tools to manage customer tickets and app store reviews, as well as automations, reporting, and integrations
• AI‑assisted reply & prompt workflows
• Bug triage & accurate reproduction
• Customer‑centric written communication
• Process‑improvement mindset & ownership
• Nice‑to‑Have
• SQL / ad‑hoc data analysis

Interview Process:

1. Screening call with the the recruiter - (20-25 Min)

2. Skills & Competency 1 with the Line manager ( 45 min)

3. Skills & Competency 2 ( 45 min)

4. Cultural Interview ( 30 Minutes)

Whilst we are big fans of AI, we do review each CV individually. A short cover letter or a few punchy sentences about why you’re excited to join Memrise would go a long way. Bonus points if you get the company name right – you'd be surprised.

Please make sure you have the right to work in the UK before you apply

Recruiters: Thanks, but we’ve got this one covered – no agency support needed at this time.

• Generous Learning & Development budget (courses, conferences, books, + L&D leave)
• Enhanced Parental Leave
• Flexible working hours and hybrid options
• Private health insurance with Vitality
• Dental insurance with Unum
• Remote socials, talks, and team events