Customer Support Operations Specialist, Memrise

• 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

• 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
• 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

• 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.