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About the Role

We are looking for a proactive and customer-focused Product Support Specialist to join our growing team. You will be the first point of contact for our schools, providing outstanding support across phone, email, and live chat. You will also play a key role in onboarding schools to our platform, ensuring they get the best possible start with us. This role is perfect for someone who thrives in a fast-paced helpdesk environment, enjoys problem-solving, and communicates with clarity and confidence.

Responsibilities

Deliver front-line customer support via phone, email, and live chat, providing prompt and accurate solutions.
Manage our helpdesk (Zendesk) to ensure all support tickets are acknowledged, tracked, escalated, and resolved within SLAs.
Troubleshoot technical issues, escalating more complex problems where necessary.
Optimize and contribute to our chatbot and self-service support materials to improve customer experience.
Carry out technical onboarding for new schools, ensuring a smooth and successful set-up.
Build deep product knowledge to confidently guide users and contribute to help centre documentation.
Collaborate with colleagues across teams, using Hubspot and other CRM systems to share customer insights.

Requirements

Previous experience in customer or product support, ideally within SaaS, EdTech, or digital products.
Excellent communication skills: professional, confident on the phone, clear in writing, and a good listener.
A friendly, people-first approach with the ability to remain calm and professional under pressure.
Strong problem-solving skills with an analytical and creative mindset.
Ability to prioritise and multitask effectively in a busy environment.
Tech-savvy, with a good understanding of IT tools and platforms.
Proactive, curious, and enthusiastic about learning new skills.
Highly motivated and driven to deliver exceptional support and exceed expectations.

Location

Remote

Work Type

Part-Time (24 hours per week)

Salary/Compensations

£15,000-£18,750 DOE

Benefits

4-day week
Comprehensive private medical coverage for you, your partner, and any children for whom you are the legal guardian, including GP services, mental health pathway, dental and optical, enhanced hospital lists and full medical cover
Enhanced parental pay policy.
Eye examination scheme.
Closure between Christmas and New Year.
£1,000 yearly personal allowance for training and development.
Company pension scheme.
Regular company-funded social events.

About the Company

Bedrock Learning is on a mission to improve literacy and learning outcomes for students worldwide. Our innovative platform provides personalised learning experiences and immerses students in a dynamic, interactive and aspirational curriculum. We combine cutting-edge technology with proven educational strategies to create a powerful tool for teachers, students and parents.
Bedrock Learning works with over 900 schools and supports hundreds of thousands of learners annually to realise their potential through education. We are ranked as the UK’s number one solution in primary and secondary schools, with a market-leading NPS and a platform teachers love.
Literacy is the bedrock of education, and we are dedicated to ensuring every student has the opportunity to succeed at school and beyond.
At Bedrock Learning, we pride ourselves on our collaborative, inclusive, and forward-thinking culture. Our team is passionate and driven, constantly striving to innovate and improve. We offer a supportive and flexible work environment where employees are encouraged to take initiative, think creatively, and drive our mission forward.
If you are looking for a role in a fast-paced environment where you can make a real impact and grow your career, Bedrock Learning is the place for you.

Equal Opportunity

Bedrock Learning is an equal opportunities employer and welcomes applications from all suitable persons regardless of their race, sex, disability, religion/belief, gender identity, sexual orientation or age.