Customer Experience Representative (Remote)

At Perlego, we’re working hard to make learning accessible to all. In this digital age, we believe that anyone should be able to learn anything at any time. Knowledge should be more accessible, not locked behind sky-high price tags.

Over the past 7 years, our goal has been to support students across the UK & Europe to access quality books. The next stage of Perlego is twofold: 1) expand our support to students globally, and 2) build a product that goes beyond the book towards a platform that facilitates learning and enables collaboration between professors and students ultimately empowering them to study smarter and learn more effectively.

What we’re looking for

We're looking for an empathetic, motivated, and proactive Customer Experience Representative who loves working with people, to join our Customer Experience Team, helping us deliver exceptional support to everyone we speak to.

This role will give you the opportunity to learn about all aspects of what it means to provide a fantastic customer experience and how you can make a positive impact on our customers as well as the wider Perlego team. Of everyone in the team, you’ll be closest to our learners, fully understanding their needs, and providing great value and feedback to help us on our mission to make learning accessible to all.

How we work together

You'll be joining our small, but mighty, Customer Experience Team of three, helping to ensure we deliver the best possible customer support to our users no matter where they are in the world. You’ll communicate with our customers in a human and inclusive tone of voice, and be proactive and enthusiastic when it comes to day-to-day tasks. As a team we work closely to build a strong line of communication with the rest of the company and share feedback and insights from customers, to help us make data-informed decisions that positively impact our customers and everyone at Perlego. You’ll be learning every day about our customers, being part of a team, and how you can grow within Perlego.

This is a full-time position of 40 hours per week on a rota basis. Core hours are 8:00 am - 8 pm CST across all days including weekends, with some flexibility needed over peak times.

What you’ll do

• Talk to our customers on a daily basis to help answer their queries, and understand how we can improve their journey with Perlego over live chat and email
• Troubleshoot tech issues raised by our customers and work closely with our engineer and product teams to provide world-class tech support and highlight user pain points
• Be an advocate for our customers - feeding back their insights to the rest of the company and helping shape our product
• Understand the content our customers are looking for by making book suggestions and reporting which relevant books are missing from our library
• Be engaged in regular workshops and feedback sessions; everyone in our team has the opportunity to influence the future of Customer Support at Perlego and share their ideas!

It’s the perfect role for you if you:

• Have a genuine passion for outstanding customer experience
• Have strong verbal and written communication skills
• Can multitask with ease and have excellent attention to detail
• Are able to collaborate effectively with peers and across teams
• Are adaptable and open to new ways of working
• Love getting to know people and helping them solve their issues
• Are proactive with good initiative, and can comfortably work independently
• Are energetic and enjoy collaborating as part of a team

⭐️ It’s a plus if you have:

• Experience in customer support or a similar public-facing role
• Fluency in another language (particularly Spanish, French, Italian and/or German)
• A general interest in books, reading, and always learning new things
• An interest in coding
• While not essential to the role, there could be opportunities for mentorship and development with our Engineering Teams alongside the support role

📅 Working hours:

The role is 40 hours per week on a rota basis to cover core hours: 8:00 am - 8 pm CST across all days including weekends, with some flexibility needed over peak times.

🌱 Salary range available:

CA$48,000 - CA$58,000

Why should you work at Perlego?

Apart from our mission, we foster a unique company culture championing self-empowerment, personal development, direct communication and mutual support. We’re proud of our Glassdoor reviews and the fact that 97% of our team would recommend Perlego as a place to work.

Want to learn more about how we’re making learning accessible? Check out our latest impact report

🌈 Benefits include:

🧠 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 to focus on new skills, projects or interests that lay outside of their day-to-day job

🌴 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 off (incl. bank holidays)

🛐 Flexi Bank Holidays

We understand that not everyone aligns with the same calendar; we offer the flexibility to take your local country's bank holiday allowance for other religious or cultural days.

e.g. switch UK Easter Bank Holidays Days for Eid celebrations

❄️ Office Reset

All employees can 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 you get private medical insurance

🍼 Family time

We believe family is really important; we offer new parents a competitive matched parental leave as well as a phased return to work from extended leave.

👋 Belonging at Perlego:

🌈 We are an equal opportunity employer and value diversity of thought and background.

❤️ We are actively building a diverse team, so we strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

📣 To enable an equitable experience for all and give you the best chance of success, if you have any specific requirements for any stage of the interview process, please let us know by emailing ben@perlego.com