UK

United Kingdom · Customer Service · Mid-Level (2-5 years)

Email Support Specialist

Here is the whole job, in plain words. What it is, a real day, what you decide, how you're judged, how people get here and where they go next. Then the part no course gives you: twelve AI tutors who learn your work.

  • Experience bandMid-Level (2-5 years)
  • Direct reportsNo direct reports
  • Reports toCustomer Service Team Lead
  • UK framework levelUsually a coordinator, or early in a professional job

Also advertised as Customer Service Representative (Email) · Technical Support Agent (Email) · Customer Success Specialist (Email) · Digital Support Executive

Built on an analysis of 43,079 real UK job descriptions · grounded in qualifications employers recognise

Start with a free Future Fluency check, tuned to Email Support Specialist

Ten quick questions, one per Future Fluency, asked against this role rather than a generic one. About five minutes, and no card.

Start the check, free

1What this role really is

This role is all about being the friendly, helpful voice in our customers' inboxes. You'll be the first point of contact for folks who need a hand with our product, tackling everything from 'how-to' questions to trickier technical glitches. We're looking for someone who can really get stuck into a problem, figure out what's going on, and explain it clearly, all while making our customers feel genuinely looked after. It's a busy job, but incredibly rewarding when you turn a frustrated customer into a happy one.

2What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

Zendesk / Freshdesk (Helpdesk Platform)Intermediate

Managing your ticket queue, using macros for common responses, merging duplicate tickets, and following established workflows. You'll know your way around this like the back of your hand.

Confluence / Guru (Knowledge Base)Intermediate

Searching for and applying existing articles to tickets, and crucially, flagging articles that are outdated or incorrect so we can keep our knowledge fresh.

Slack / MS Teams (Internal Comms)Proficient

Communicating with your team, asking questions in channels, getting help on tricky tickets, and staying updated on company announcements. It's how we stay connected.

Salesforce / HubSpot (CRM - Read-only)Basic

Looking up customer account details, checking their contract level, and seeing recent activity. This gives you vital context for their support tickets without needing to edit anything.

TextExpander / Alfred (Text Expansion)Intermediate

Using pre-built snippets to speed up your typing for common phrases, sign-offs, and even longer explanations. You might even start building your own to share.

Looker / Tableau (Analytics & BI - Viewer)Basic

Navigating pre-built dashboards to track your personal CSAT, FCR, and ticket volume metrics. It's how you keep an eye on your own performance.

3What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choiceComing inWhere you are nowThe step above
Resolving a standard 'how-to' queryFollows a pre-written macro, seeks approval from supervisor before sending if unsure.Independently selects and adapts the best macro, sends without approval.Identifies if the macro is outdated, updates it, then sends. May train others.
Escalating a technical bug to engineeringDocuments the customer's report, asks supervisor for help with 'repro steps'.Independently replicates the bug, writes detailed 'repro steps', and submits to engineering. Informs Team Lead.Diagnoses the bug, writes an exemplary report, and might suggest potential root causes or workarounds to engineering. Mentors others on bug reporting.
Handling a request for a non-standard refundImmediately escalates to supervisor for guidance.Assesses the situation against policy, gathers all relevant info, then presents recommendation to Team Lead for approval.Makes an initial judgment call, consults with Team Lead, and might suggest a creative solution within policy limits. Could handle up to £50 without manager approval in specific cases.
Updating a knowledge base articleFlags an outdated article to supervisor.Drafts proposed changes to an existing article, submits for peer review, then publishes with Team Lead's sign-off.Identifies a gap, drafts a new article from scratch, gets peer review, and publishes. Audits existing articles for accuracy.

4How you'll be judged

The scoreboard, honestly: the hard targets, how often each one is actually looked at, and the quiet human signals that never make it onto a dashboard.

Customer Satisfaction (CSAT)
How happy customers are with your specific email interaction. They'll get a little survey after you close a ticket.
Target · >95%

If you solve 100 tickets in a week and 96 customers rate you 'excellent', that's a 96% CSAT. We're aiming for near-perfect, because every customer matters.

First Contact Resolution (FCR)
Solving the customer's issue in your very first email reply, without any back-and-forth.
Target · >75%

A customer asks 'How do I change my password?' and your first email gives them clear, complete steps, and they don't reply again. That's an FCR. If they reply back asking for clarification, it's not.

Tickets Solved Per Day
The average number of customer emails you successfully resolve and close each day.
Target · 25-40 (depending on complexity)

On a typical Tuesday, you might close 30 tickets. Some days it'll be more if they're quick 'how-to's, other days less if you're wrestling with a tricky bug report.

SLA First Response Adherence
Making sure you send that initial reply to a customer within our promised service level agreement times, especially for our bigger clients.
Target · 99% adherence

If an enterprise customer has a 2-hour response SLA, you need to get that first email out within 1 hour and 59 minutes. Missing this is an 'SLA Breach' and we really try to avoid those.

Quality of Communication
How clear, empathetic, and professional your email replies are. This isn't just about grammar, but about tone and making sure the customer understands you.
  • Regular positive feedback in ticket reviews
  • customers explicitly mentioning 'clear explanation' or 'friendly tone'
  • your emails are easy for a colleague to pick up and understand if you're out.
Problem-Solving Depth
Your ability to dig past the surface problem and get to the real root cause, rather than just offering a quick workaround.
  • You're consistently identifying underlying issues that others might miss
  • your bug reports to engineering are detailed and actionable
  • you're not just answering the 'what' but also the 'why'.
Knowledge Base Contribution
How well you're contributing to our internal and external knowledge bases, making it easier for others (and customers) to find answers.
  • You're regularly suggesting updates to outdated articles, or even drafting new ones for common issues
  • your colleagues often refer to articles you've created or improved.
Team Collaboration & Support
How effectively you work with your team, sharing knowledge and helping out when others are stuck.
  • You're active in our internal Slack channels, offering advice or jumping in to help with complex tickets
  • you're happy to share what you've learned
  • new joiners feel comfortable asking you questions.

5Would you like it

The honest version. What people enjoy, and what grinds them down.

What people enjoy
Solving Puzzles

Every incoming email is a new problem to diagnose. You'll enjoy the detective work of figuring out what's really going on, often with limited information.

A customer says 'It's broken', and you'll love asking the right questions to uncover it's actually a browser cache issue, not a bug.

Helping People Directly

You'll get a real kick out of turning a frustrated customer into a happy one. The direct impact of your work is visible in every positive CSAT score.

Receiving a 'thank you' email from a customer you've helped out of a bind, knowing you made their day a bit easier.

Mastering a Product

You'll become an absolute expert on our product, knowing all its quirks, features, and common issues. This gives you a sense of mastery and confidence.

Being the go-to person on the team for a specific, complex feature or integration, because you've seen every possible problem with it.

What frustrates people
  • The 'It's Broken' Ticket: A one-sentence email with no screenshots, no error messages, and absolutely no context. It means a long, drawn-out back-and-forth just to understand the basic problem.
  • Queue-pocalypse: That sinking feeling when a minor release goes wrong or a service goes down, and the unassigned queue count jumps from 20 to 500 in ten minutes. It's overwhelming.
  • Answering the Same Question 50 Times: The soul-crushing monotony of explaining a basic, well-documented feature to users who, frankly, refuse to read the help centre.
  • Being the Face of a Bad Policy: Having to politely enforce an unpopular company policy (e.g., 'Sorry, we can't issue a refund after 30 days') that you personally disagree with. It's tough.
  • Metric Pressure vs. Quality Service: The constant tension between needing to keep your Average Handle Time (AHT) low and wanting to spend that extra five minutes with a truly frustrated customer to make them genuinely happy.
What this role does not give you
  • A quiet, predictable day without interruptions.
  • The ability to completely avoid repetitive tasks.
  • Direct control over product development or company policy (though your feedback is valued).
  • A role where you rarely interact with frustrated or angry people.

6Who you work with

This role directly impacts customer satisfaction, retention, and our brand's reputation. You're the human face of our product for many users, and your ability to solve problems efficiently and empathetically can make or break a customer's experience. Good support means fewer churned customers and more positive word-of-mouth.

Inside the business
  • Customer Service Team Lead
  • Fellow Email Support Specialists
  • Product Engineering Team (for bug reports)
  • Customer Success Managers (for account escalations)
  • Billing & Finance Team (for payment queries)
Outside the business
  • Our customers (small businesses, individual users)
  • Potential customers (pre-sales queries that land in support)

7What you need before you start

Not a wish list. The things you would be expected to already have.

  • At least 2 years of experience in an email-based customer support role, ideally for a SaaS product.
  • Proven ability to manage a high volume of email interactions while maintaining quality.
  • Demonstrable experience with at least one major helpdesk platform (e.g., Zendesk, Freshdesk).
  • Excellent written communication skills in British English, with a focus on clarity and empathy.
  • A track record of successfully diagnosing and resolving technical issues for customers.

8What to practise next

Where the job is going, and what to do about it starting this week.

Advanced Helpdesk Automation & Workflow Optimisation

As we grow, we'll need to get smarter about how our helpdesk works. You'll move beyond just using macros to understanding how triggers, automations, and custom fields can streamline workflows and reduce manual effort for the entire team.

Trigger logic · Automation rules · Custom field design · Reporting insights

  • This week: Spend 30 minutes exploring the 'Admin' settings in our helpdesk platform (if you have access, or ask your Team Lead for a demo).
  • This month: Identify one repetitive manual task you do daily and brainstorm how an automation or trigger could handle it.
  • Month 2: Shadow a Senior Email Support Specialist or your Team Lead during a session where they're building or refining an automation.
  • Month 3: Draft a proposal for a new automation or trigger, outlining the problem it solves and how it would work.

Quick win: Actively look for repetitive tasks in your day that feel like they 'should be automated'. Note them down and share them with your Team Lead.

9Staying current once you are in

What people here do to keep up
  • Regularly review your own closed tickets and CSAT feedback to identify areas for improvement.
  • Participate in internal training sessions on new product features or support processes.
  • Shadow a Senior Email Support Specialist to learn how they handle complex escalations.
  • Take online courses on advanced troubleshooting techniques or customer psychology.
  • Actively contribute to our internal knowledge base by drafting or updating articles.

10How the AI economy is changing work like this

Before we ask anything of you, here's what we can already say about AI and work of this kind:

The new skill this role is being asked for: AI Prompt Engineering for Support

AI tools like ChatGPT and our internal assistants are becoming incredibly powerful for drafting replies, summarising tickets, and finding information. Knowing how to ask the right questions and give the right context to these AIs will mean you get much better, more useful outputs, making you significantly more efficient.

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

Your PlanIllustration

Built for Email Support Specialist

4 units that map to this job, from the qualifications that cover it.

  1. Customer Service in a Contact CentreNOCN · covers 3 of 8 standardsEntry Level
  2. Using EmailOCN London · covers 2 of 8 standardsLevel 3
  3. Using E-mailNOCN · covers 2 of 8 standardsEntry Level
  4. Deal with customers using bespoke softwareKaplan Professional Awards · covers 1 of 8 standardsLevel 3
These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

AI Prompt Engineering for Support

AI tools like ChatGPT and our internal assistants are becoming incredibly powerful for drafting replies, summarising tickets, and finding information. Knowing how to ask the right questions and give the right context to these AIs will mean you get much better, more useful outputs, making you significantly more efficient.

  • Contextual prompting
  • Tone and style guidance
  • Output refinement
  • Hallucination detection

What you’ll use

Skills this role draws on

Technical

  • Ticket Triage & Prioritisation
  • Root Cause Analysis (RCA)
  • Knowledge-Centered Service (KCS)
  • Bug Replication & Reporting
  • Customer Metrics Analysis (CSAT/CES/NPS)

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

  1. 1

    Associate Email Support Specialist (L1)

    1-2 years

    Skills to master

    • Basic ticket resolution, helpdesk navigation, understanding product basics, following established processes, clear communication.

    You're ready to move on when

    • Consistently hitting CSAT targets for basic tickets.
    • Can independently resolve 80% of routine issues.
    • Rarely needs guidance on standard procedures.
    • Proactively flags issues or opportunities for improvement.
  2. 2

    Customer Service Representative (Phone/Chat)

    2-3 years

    Skills to master

    • De-escalation, real-time problem-solving, active listening, managing multiple conversations, quick decision-making.

    You're ready to move on when

    • Excellent written communication skills (transferable to email).
    • Proven ability to handle difficult customer interactions.
    • Strong troubleshooting skills developed in a real-time environment.
    • Desire to transition to a more asynchronous (email) support channel.
  3. 3

    Junior Technical Support Engineer

    2-4 years

    Skills to master

    • Deeper technical diagnostics, scripting, API knowledge, understanding system architecture, working with engineering teams.

    You're ready to move on when

    • Strong analytical and problem-solving skills.
    • Good understanding of software and technical systems.
    • Excellent documentation habits.
    • Desire to apply technical skills in a customer-facing context.

11Where this role leads

The long view:Your journey here starts with helping individual customers, but it can genuinely lead to shaping how our entire company interacts with its users. We're excited to see where you take it.

Pay & demand

Pay and demand for this role will appear here, each figure traced to a named authoritative source (e.g. the ONS Annual Survey of Hours and Earnings, under the Open Government Licence). We don’t show numbers we can’t attribute.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how Email Support Specialist is actually changing. In about two minutes, the free confidence check asks where you stand on each of the ten. That's the whole check, and it's what makes the plan yours rather than generic.

Where it leads

Roles this leads to

Also named as a next step, with no page in the catalogue yet:

  • Support Operations Analyst (L4)

12The team that's yours

No two people are taught the same way. This is one-to-one, not one-to-many.

Zavmo is a hyper-personalised AI learning platform. Twelve virtual tutors, each with a different way of teaching, and one orchestration agent that picks the right one for the moment. So every single lesson is shaped around you, your role, and the way you learn. Not a course everyone sits through. A conversation built for you, and no one else.

…and nine more, matched to you after your first chat. Meet all twelve

Start free and meet yours

13What it feels like

A conversation, not a course

Because your tutor knows your role, your projects and your last session, learning sounds like this. And it's different for every single person:

Customer Service in a Contact CentreEntry Level

Applied to your work in Email Support Specialist

This unit aims to provide learners with an understanding of customer service principles within a contact centre environment. Learners will explore effective communication techniques and demonstrate the ability to deliver quality customer service while adhering to organisational procedures.

How the thinking builds
  1. Remember
  2. Understand
  3. Apply
  4. Analyse
  5. Evaluate
  6. Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

One to one, not one to many

No two people run this the same way

A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.

  1. Your actual work Every lesson is taught against a live piece of your own work, not a worked example from a textbook.
  2. What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
  3. The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
  4. How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
  5. Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.

See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.

DemonstrateIllustration

Evidenced on your work in Email Support Specialist

You do not finish by watching something. You finish by showing it on the work you already do, against the measures this job is judged on.

  • Customer Satisfaction (CSAT)How happy customers are with your specific email interaction. They'll get a little survey after you close a ticket.If you solve 100 tickets in a week and 96 customers rate you 'excellent', that's a 96% CSAT. We're aiming for near-perfect, because every customer matters.>95%
  • First Contact Resolution (FCR)Solving the customer's issue in your very first email reply, without any back-and-forth.A customer asks 'How do I change my password?' and your first email gives them clear, complete steps, and they don't reply again. That's an FCR. If they reply back asking for clarification, it's not.>75%
  • Tickets Solved Per DayThe average number of customer emails you successfully resolve and close each day.On a typical Tuesday, you might close 30 tickets. Some days it'll be more if they're quick 'how-to's, other days less if you're wrestling with a tricky bug report.25-40 (depending on complexity)
  • SLA First Response AdherenceMaking sure you send that initial reply to a customer within our promised service level agreement times, especially for our bigger clients.If an enterprise customer has a 2-hour response SLA, you need to get that first email out within 1 hour and 59 minutes. Missing this is an 'SLA Breach' and we really try to avoid those.99% adherence
These are this job's own measures, with its own targets. Nothing is marked evidenced, because nobody has started this yet. Yours would fill in from the work you bring.

Your passport

This isn't a certificate you file away. It's a passport to the life you're designing.

Every credit you earn and every fluency you build adds up: evidence where it counts, carried with you. Zavmo keeps the map: where you are, where you're heading, and the next step, at your pace, around your life. From Email Support Specialist to Senior Email Support Specialist (L3), and whatever you decide comes after.

Level 3 · in progressAI Fluency→ Senior Email Support Specialist (L3)→ your design
Where this takes you

Your journey here starts with helping individual customers, but it can genuinely lead to shaping how our entire company interacts with its users. We're excited to see where you take it.

See Your Progress GrowIllustration
Email Support Specialist
  • Ticket Triage & Prioritisation
  • Root Cause Analysis (RCA)
  • Knowledge-Centered Service (KCS)
  • Bug Replication & Reporting
  • Customer Metrics Analysis (CSAT/CES/NPS)
This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

14The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

Email Support Specialist is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Senior Email Support Specialist (L3)

    2-3 years in this role

    You'll be tackling the trickiest escalations, mentoring junior team members, and actively shaping our support processes and knowledge base.

    • Expert-level helpdesk configuration (macros, triggers, automations).
    • KCS methodology implementation and auditing.
    • Advanced analytics for identifying support trends.
    • Cross-functional collaboration with Product/Engineering leads.

  2. Support Operations Analyst (L4)

    3-5 years in this role

    This is a more analytical path. You'd move away from direct customer contact to focus on optimising our support tools, processes, and reporting. You'd be looking at the bigger picture.

    • Advanced reporting and dashboard building (e.g., in Looker/Tableau).
    • Helpdesk platform administration and configuration.
    • Understanding of contact centre technologies (e.g., routing, IVR).
    • Root cause analysis at a system/process level.
Working with AI on the job

Working with AI

Where AI is starting to help

Let's be honest, email support can feel like a never-ending stream. But what if you could cut down on the repetitive stuff, get to solutions faster, and focus more on the tricky, interesting problems? That's exactly what our AI tools are designed to help you do.

We're not looking to replace you; we're looking to give you superpowers. Our AI isn't just a gimmick; it's genuinely integrated into our workflow to make your day smoother and help you deliver even better service. Think of it as your super-smart assistant, always there to lend a hand.

Automated Ticket Triage

Imagine AI reading incoming emails, instantly figuring out if it's a bug report, a billing query, or a feature request. It then applies the right tags and priority, routing it to the correct queue *before* you even open it. This means less manual sorting for you and faster service for our customers.

Insightful Response Suggestions

As you open a ticket, our AI analyses the customer's message and immediately surfaces 3-5 relevant knowledge base articles, similar past tickets, and even suggests specific macros. No more endless searching; the answers come to you, letting you respond quicker and more accurately.

AI-Powered Draft Generation

For common requests, our AI can generate a complete, context-aware draft of the reply. Your job shifts from writing from scratch to being an editor – you'll verify the AI's answer, add your human touch and empathy, and then send it. It's about working smarter, not harder.

Instant Ticket Summarization

Got a complex ticket with a long email chain? Our AI can provide a bullet-point summary of the customer's issue, all the steps taken so far, and even their current emotional sentiment. This gets you (or any escalating agent) up to speed in seconds, saving precious time and reducing customer frustration.

Common questions

Common questions

How do you become an Email Support Specialist?

Common routes in include Associate Email Support Specialist (L1) (1-2 years), Customer Service Representative (Phone/Chat) (2-3 years) and Junior Technical Support Engineer (2-4 years). Times vary with prior experience.

Where can an Email Support Specialist progress to?

This role can lead on to Senior Email Support Specialist (L3) (2-3 years in this role) and Support Operations Analyst (L4) (3-5 years in this role), depending on the skills you build.

What level is an Email Support Specialist in the UK?

This role aligns to RQF Level 3 on the UK framework, a guide to the depth of qualification it maps to, not a hard entry bar.

What new skills matter most for an Email Support Specialist?

Increasingly, AI Prompt Engineering for Support. These are the areas where the higher-paid, future-proof work is heading.

The honest bit

You’ve started things before

Most of them were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.

There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.

And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.

What it costs

Less than one coaching session. Every month.

A single career-coaching hour costs more than a month of this, and it ends when the hour does. Zavmo doesn't. It's £70 a month, about £2.30 a day, for a companion that knows an Email Support Specialist, works on the job you actually do, and keeps going at your pace rather than a timetable's.

  • Searching and planning stay free. You only pay when you start learning.
  • Your credits are yours. Regulated, and they don't vanish when a subscription ends.
  • Cancel any time and billing stops. No notice period, no minimum term.

Your path, personalised

You have the map. Walking it is the part we do together.

This route runs to 8 national skill standards. That is a real journey.

Zavmo shapes a learning experience as unique as you are. It fits how you learn, your pace and the work you already do. Every step stays benchmarked to recognised national standards. That’s the plan for becoming an Email Support Specialist: personal to you, and it still counts. The first steps are free.

Independent research finds well-designed intelligent tutoring performs nearly as well as one-to-one human tutoring: VanLehn (2011), Educational Psychologist.

A private tutor in the UK averages £35–40 an hour . Zavmo is £70/month.

A real plan on learn.zavmo.ai: Ofqual-regulated units, credits, and a three-month run at your own pace.
Start free No commitment. See your first steps free.

15Where to go from here

Other roles at Level 3

Same depth of qualification, different job. Useful if the work appeals but this particular role does not.

Other roles in Customer Service

Stay in the field you know and move sideways rather than up.

If you leave this industry

The skills you'll build here—problem-solving, empathy, clear communication, and technical troubleshooting—are highly transferable. You could move into other customer-facing roles like Customer Success Management, Product Support, or even into a more technical role in Quality Assurance or Business Analysis in other SaaS companies.

Not sure this is the right direction?

Work out what you actually want from work first, then come back and see which roles fit it. Takes about ten minutes.

This role profile is © 2026Growth Engineering Technologies Ltd. Built from UK occupational standards and regulated qualification data, and written for Zavmo.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Build my plan, free Here's the first ten minutes: a 2-minute confidence check → your personalised roadmap → meet the tutors matched to you. No card, cancel any time. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.