Product Support Specialist

Title: Product Support Specialist (Part-Time)

Job Description:

Location: Remote, UK

Type: Part-Time (24 hours per week)

Salary: £15,000-£18,750 DOE.

Team: Digital, Data & Technology

Supported by: Head of Product

Start date: Commencement Upon Hiring

About Bedrock Learning

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.

Working at Bedrock Learning

Educational impact, research and policy are the lifeblood of our operation, and we welcome team members who care deeply about our mission. To succeed in this role, you must have a genuine passion for learning and education.

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. Find out more about our values here.

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.

Core Responsibilities

We’re looking for a proactive and customer-focused Product Support Specialist to join our growing team. You’ll be the first point of contact for our schools, providing outstanding support across phone, email, and live chat. You’ll 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.

Your key responsibilities will include:

• 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.
• Optimise 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.

Benefits

Your health and wellbeing

• 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.

Your development

• £1,000 yearly personal allowance for training and development.
• Exciting, high-growth company with the opportunity to progress rapidly.
• Company pension scheme.

Your team

• A vibrant company culture, unpinned by valueswe live and breathe.
• Regular company-funded social events.