Customer Support Specialist

<p><em>Grammarly is excited to offer a </em><em><a href="https://www.grammarly.com/blog/remote-first-hybrid-work-model/" target="_blank">remote-first hybrid working model</a></em><em>. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, or Poland. Certain roles have specific location requirements to facilitate collaboration at a particular Grammarly hub.</em></p> <p><em>All roles have an in-person component: Conditions permitting, teams meet 2–4 weeks every quarter at one of Grammarly’s hubs in San Francisco, Kyiv, New York, Vancouver, and Berlin, or in a workspace in Kraków. </em><em>This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that fosters trust and unlocks creativity.</em></p> <p><em>Grammarly team members in this role must be based in Poland, and they must be able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub(s) where the team is based.</em></p> <h3><strong>The opportunity</strong></h3> <p><a href="https://www.grammarly.com/about?_gl=1*15blkin*_gcl_au*MTI0OTExMTAwMC4xNzAxMjUzMDg2*_ga*NTM2MzI1OTM2LjE2ODU2MjI4NDg.*_ga_CBK9K2ZWWE*MTcwMjk3NzUxNi4yMTcuMS4xNzAyOTc3NjcxLjMwLjAuMA..">Grammarly</a> is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 professional teams every day. From instantly creating a first draft to perfecting every message, Grammarly’s product offerings help people at 96% of the Fortune 500 get their point across—and get results. Grammarly has been profitable for over a decade because we’ve stayed true to our values and built an enterprise-grade product that’s secure, reliable, and helps people do their best work—without selling their data. We’re proud to be one of Inc.’s best workplaces, a Glassdoor Best Place to Work, one of TIME’s 100 Most Influential Companies, and one of Fast Company’s Most Innovative Companies in AI.</p> <p><span>To achieve our ambitious goals, </span><span>we’re looking for a Customer Support Specialist to join our </span>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 <span>Specialist</span><span> 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.</span></p> <h3><strong>Your impact</strong></h3> <p><span>As a Customer Support Specialist, you will provide 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 off boarding. In this role, you 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 have a direct impact on improving Grammarly’s product offerings and refining Customer Support solutions. </span></p> <ul> <li><span>Within the first 30 days, you will get familiar with the product, support tools, workflows, and all user interaction types. </span></li> <li><span>By month three, you will autonomously troubleshoot a variety of low- and medium- complexity cases. </span></li> <li><span>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.</span></li> <li><span>By the end of year one, you will help boost team efficiency by improving customer service procedures, policies, and standards.</span></li> </ul> <h3><strong>We’re looking for someone who</strong></h3> <ul> <li><span>Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.</span></li> <li>Is inspired by our MOVE principles, which are the blueprint for how things get done at Grammarly: move fast and learn faster, obsess about creating customer value, value impact over activity, and embrace healthy disagreement rooted in trust.</li> <li>Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based.</li> <li><span>Wakes up in the morning wanting to provide exceptional service experience. </span></li> <li><span>Has excellent written and spoken English. </span></li> <li><span>Is a good communicator with strong critical thinking and problem-solving skills.</span></li> <li><span>Has strong reading comprehension and attention to detail. </span></li> <li><span>Has customer service experience and familiarity with tools like Zendesk, and JIRA. (This is not required but is a plus!) </span></li> <li><span>Has a background in business or humanities. </span></li> </ul> <h3><strong>Support for you, profe