Junior Customer Support Specialist

IntellectoKids; London; Remote; GBP 100,000 - 125,000; Full time

Job summary

IntellectoKids is seeking a Junior Customer Support Specialist to enhance customer interactions and ensure satisfaction. This role involves managing user communication through Zendesk and responding to app reviews. Candidates should possess strong English skills, customer service experience, and be adaptable. Join a leading EdTech company with a culture of autonomy and data-driven decisions.

Benefits

High degree of autonomy

Opportunity in a growing industry

Strong team culture

Qualifications

• At least 6 months of experience in a customer support or similar role.
• Understanding of ticketing systems.
• Excellent written communication skills.

Responsibilities

• Managing written responses to users via Zendesk.
• Handling tickets across multiple channels.
• Copywriting and updating documentation.

Skills

Fluent English

Customer support experience

Analytical skills

Time management

User-focused mindset

Tools

Zendesk

Job description

IntellectoKids

About the job:

IntellectoKids is one of the world’s largest developers of educational apps for children ages 2 to 7. Our products are among the top 15 in the preschool apps category globally .

We are looking for a Junior Customer Support Specialist to take care of our customers - parents from all over the world.

Working format: full-time, remote.
Schedule : Five days per week, including Saturday and/or Sunday, 19:00–03:00 (UTC+3).
Working type: contract, payments in $
Salary: common income up to $1000 gross (with fixed salary – $700 and monthly bonus - $300). The final proposal will be made after interviewing rounds

Responsibilities:

Managing written responses to users through the customer communication system Zendesk within the SLA.

Responding to reviews in app stores (App Store & Google Play).

Handling tickets across multiple channels, including Zendesk, Facebook messages, and other platforms as they are added.

Copywriting and updating documentation.

Following product policy and instructions.

Participating in the scaling of support operations by adapting to new communication channels and tools as the team grows

You will have the following KPIs:

the First Time Reply during the shift should be 15 min

expectations regarding policies, flow, tone of voice, and proficiency are met

What we expect from you:

Fluent English (C1 level) is a must.

At least 6 months of experience in a customer support or similar role.

Understanding of ticketing systems (e.g., Zendesk) and how to work with them.

Excellent written communication skills – clear, friendly, and grammatically correct.

Digital literacy.

Analytical and time management skills.

Ability to work with a high volume of information.

Fast learner, adaptable to new tools and workflows.

User-focused mindset – ability to understand user needs and provide helpful responses.

Experience in writing bug reports and recognizing issues that need escalation

Would be a plus:

Russian language knowledge.

Experience with subscription cancellation handling according to internal policies.

Skills in customer retention and managing negative user feedback.

Ability to use automation tools to improve workflow and response efficiency.

What do we offer?

A high degree of autonomy (and responsibility).

Аn exciting opportunity in the rapidly growing EdTech industry.

Being part of one of the best teams in mobile performance marketing.

A strong culture of data-driven decision-making.

Contacts

[e-mail]

167 City Road,
London, Greater London, United Kingdom, EC1V 1AW