Customer / Product Specialist

Company

We’re excited to be supporting a fast-growing, mission-led organisation in the education technology sector. They provide innovative, tech-enabled learning solutions to a diverse user base, combining modern platforms with a people-first approach. With rapid growth and an expanding product offering, they’re looking to strengthen their Support Services team with experienced, customer-focused professionals who thrive in dynamic environments.

Role

As a Customer/Product Specialist, you’ll be part of support services team, handling a high volume of written queries via Intercom from learners, clients, and internal stakeholders. You’ll act as a trusted point of contact, investigating issues, responding to tickets, and escalating where necessary, all while maintaining clarity, empathy, and a professional tone. You’ll become a product expert, helping users navigate the platform confidently and efficiently.

This is a hands-on role where you’ll play a key part in maintaining service excellence and shaping the support experience during a period of rapid growth.

Skillset required

•  Experience: 2+ years in customer support, application support, product support, or client service (tech-enabled environment ideal)
•  Communication: Excellent written skills, fluent in English, able to handle complex topics clearly.
•  Technical aptitude: Comfortable navigating bespoke platforms and troubleshooting user issues.
•  Problem-solving: Strong analytical and reading comprehension skills.
•  Tools: Experience with Intercom or similar customer support platforms.
•  Mindset:Proactive, adaptable, and able to thrive in a fast-changing environment.
•  Bonus: Experience in edtech, apprenticeships, or regulated training; startup or scale-up environments; team lead experience.

Rewards

This is a fantastic opportunity to join a growing team during a pivotal period. You’ll play a key role in delivering outstanding support to a diverse user base while helping shape internal processes. The contract runs until Christmas, with the possibility of extension or a temp-to-perm conversion for the right candidate.

If the above E-learning job is of interest and you want to know more, get in touch or apply using the form below. Drop me an email at charlie.tolley@instinct.co.uk.