Customer Support Specialist

Job type
Full Time,
Opening date
Closing date
30 Sep 2022
Views
392

Grammarly is excited to offer a remote-first hybrid working model. Team members can work primarily remotely in the United States, Canada, Ukraine, Germany, Poland, and Portugal. Conditions permitting, teams will meet in person a few weeks every quarter at one of Grammarly’s hubs, currently in San Francisco, Kyiv, New York, Vancouver, and Berlin, or in a shared workspace in Krakow.

Please note our Kyiv hub is currently closed, but we hope the time comes soon when we can reunite with team members there. We continue to provide support to our Ukraine team members displaced within and outside of Ukraine.

The opportunity

Grammarly empowers people to thrive and connect, whenever and wherever they communicate. More than 30 million people and 30,000 teams around the world use our AI-powered writing assistant every day. All of this begins with our team collaborating in a values-driven and learning-oriented environment.

To achieve our ambitious goals, we’re looking for a Customer Support Specialist to join our Customer Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. This role includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via email (helpdesk) and working with the rest of the Grammarly teams.

Your impact

Our Customer Support team provides timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. This role includes assistance in product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and offboarding.

We are looking for a highly motivated, goal-oriented individual to join our team. This person will be responsible for maintaining positive customer relations and satisfaction by providing service via email (helpdesk) and working with the rest of the Grammarly teams. You will have a direct impact on improving Grammarly’s product offerings and refining Customer Support solutions.

  • Within the first 30 days, you will get familiar with the product, support tools, workflows, and all user interaction types.
  • By month three, you will autonomously troubleshoot a variety of low- and medium- complexity cases.
  • By month six, you will contribute to the team’s OKRs by demonstrating high standards in speed and quality of solving all user interaction types.
  • By the end of year one, you will help boost team efficiency by improving customer service procedures, policies, and standards.

We’re looking for someone who

  • Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
  • Wakes up in the morning wanting to provide exceptional service experience.
  • Has excellent written and spoken English.
  • Is a good communicator with strong critical thinking and problem-solving skills.
  • Has strong reading comprehension and attention to detail.
  • Has customer service experience and familiarity with tools like Zendesk, JIRA, etc. (This is not required but is a plus!)
  • Has a background in business or humanities.

Support for you, professionally and personally

  • Professional growth: We hire people we trust, and we give team members autonomy to do their best work. We also support professional development with training, coaching, and regular feedback.
  • A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. We have a highly collaborative culture supported by our EAGER values. We also take time to celebrate our colleagues and accomplishments with global, local, and team-specific events and programs.
  • Comprehensive benefits: Grammarly offers all team members competitive pay along with a benefits package encompassing superior health care (including mental health benefits). We also offer support to set up a home office, ample and defined time off, gym and recreation stipends, and more.

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FAQ

What position is Grammarly hiring for?

Grammarly is hiring a remote Customer Support Specialist from , , ,

What type of employment does Grammarly offer?

This is a Full Time role.