Customer Support Specialist

Grammarly is excited to offer a remote-first hybrid working model, which combines the flexibility of working from home with the benefits of gathering in person. 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 times 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.

Grammarly team members in this role must be based in Ukraine or Poland.

The opportunity

Grammarly empowers people to thrive and connect, whenever and wherever they communicate. Every day, over 30 million people and 50,000 teams around the world rely on our AI-powered communication assistance technology. 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.
  • Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based. Please note that our Kyiv hub is currently closed, and we hope the time comes soon when our team can meet again there. In the meantime, we will not require anyone living in Ukraine to travel for in-person time until it’s safe.
  • 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 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 (Ukraine only). We also offer support to set up a home office, ample and defined time off, gym and recreation stipends, and more. Note that benefits may differ by location.


This job offer was originally published on Jobicy

Published on: Jobicy

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Customer support

Full-time

November 1, 2022

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