Customer Support Specialist

6 days ago

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Grammarly

WebsiteLinkedInAll Job Openings

Writing • Proofreading • AI • NLP • Deep Learning

501 - 1000 employees

Founded 2009

🤖 Artificial Intelligence

☁️ SaaS

📚 Education

💰 $200M Private Equity Round on 2021-11

Description

• 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 (help desk) and working with the rest of the Grammarly teams. • Your success will directly impact 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.

Requirements

• 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 attention to detail and ownership mindset. • Has customer service experience and is familiar with written customer interactions. • Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable. • Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust.

Benefits

• Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. • A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our team member resource groups, Grammarly Circles, which promote connection among those with shared identities including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs. • Increased bonus: Grammarly generally offers a 50% bonus to support agents available to work for at least 3 hours between 8 p.m. and 8 a.m. and a 100% bonus to agents available to work between 8 p.m. and 5 a.m.