Customer Support Specialist

Summary

Join Grammarly's Customer Support team as a Customer Support Specialist and provide timely, empathetic help to customers. This hybrid role offers flexibility and collaboration. You will assist with product-related issues, maintain positive customer relations, and work with other Grammarly teams. The role involves progressively increasing responsibilities, from initial product familiarization to contributing to team OKRs and improving customer service procedures. Grammarly offers professional growth opportunities and a connected team environment. Increased bonuses are available for working specific hours.

Requirements

• Wake up in the morning wanting to provide exceptional service experience
• Have excellent written and spoken English
• Be a good communicator with strong critical thinking and problem-solving skills
• Have strong attention to detail and ownership mindset
• Have customer service experience and be familiar with written customer interactions
• Embody our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable
• Be 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

Responsibilities

• Provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction
• Assist in product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and off-boarding
• Maintain positive customer relations and satisfaction by providing service via email (help desk) and working with the rest of the Grammarly teams
• Within the first 30 days, get familiar with the product, support tools, workflows, and all user interaction types
• By month three, autonomously troubleshoot a variety of low- and medium-complexity cases
• By month six, 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, help boost team efficiency by improving customer service procedures, policies, and standards

Benefits

• Grammarly offers a dynamic hybrid working model
• 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
• 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