Support 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 Support Specialist, you’ll be part of the first-line support 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, helpdesk, or client service roles, with at least 1 year in a tech-enabled environment.
• 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.

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.