Customer Support Operations Specialist, Memrise
1 Year Contract
More information about location
Language learning system
Posted today
Language learning system
21-100 employees
Posted today
More information about location
21-100 employees
Company mission
Memrise's mission is to turn learning into a recreational activity.
Role
Who you are
- 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
Desirable
- SQL / ad‑hoc data analysis
What the job involves
- Own and optimise Zendesk configurations—workflows, macros, and AI reply drafts—to improve automation, reduce manual workload, and increase CSAT and resolution speed
- Monitor app store feedback, triage customer issues, and craft empathetic, brand-aligned responses that turn negative reviews into positive experiences
- Keep help centre content up-to-date and relevant. Feed learnings into AI tools to reduce repetitive tickets and improve self-service outcomes
- Investigate and reproduce reported bugs, ensuring Engineering receives clear, detailed reproduction steps and contextual insights for faster resolution
- Identify areas of friction across support channels. Propose and implement process or AI-driven improvements to reduce handling time and ticket reopen rates
- 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
Application process
- Screening call with the the recruiter - (20-25 Min)
- Skills & Competency 1 with the Line manager ( 45 min)
- Skills & Competency 2 ( 45 min)
- 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.
Salary benchmarks
Our take
Memrise's USP is that their content adapts to users’ needs as they progress through their lessons. They were originally a general learning platform but saw the importance of focus, so narrowed down to languages.
They have built the service to work well on desktop and mobile, which is another differentiator that has enabled them to build a loyal customer base. Apple showed off Memrise during a WWDC event, helping create publicity for the product.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jun 2018
$15.5m
SERIES B
Dec 2012
$5.1m
SERIES A
Total funding: $21.8m
Company benefits
- Share options, so you can retire on an island
- Generous Learning and Development budget for training, conferences, books and L&D leave
- Enhanced Parental Leave
- Flexible working options (time-wise, plus we have standing desks)
- Private health insurance with Vitality, and related perks (50% off a Virgin and Nuffield Health Gym memberships)
- Dental Insurance with Unum
- Quarterly hackathons
- Language classes with in-office and virtual tutors
- Pet friendly office and pet-petting colleagues
- Cycle-to-work scheme
- 25 days holiday (excl. bank holidays)
- Health insurance
Company HQ
Spitalfields, London, UK
Leadership
Ed Cooke
(Executive Chairman)Studied Psychology at Oxford University. Became a "Grand Master of Memory" and spent 7 years researching and writing about memory techniques.
Ben Whately
(CPO)Graduated from Oxford University with a degree in Experimental Psychology and after starting their own company has been working on bringing language learning to millions with Memrise.
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