Head of Customer Support

Grammarly is excited to offer a remote-first hybrid working model. 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.

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. 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.

Grammarly team members in this role must be based in Poland, and they must be able to collaborate in person 4 weeks per quarter, traveling if necessary to the hub(s) where the team is based.

The opportunity 

Grammarly 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.

To achieve our ambitious goals, we’re looking for a Head of Customer Support to join our Organization Revenue team. The person in this role will oversee the Support team's strategy and operations—ensuring accurate, fast and empathetic service across all customer interactions while building and developing a team with a high-performance, Grammarly-first culture.

Your impact

This Head of Customer Support role offers a unique opportunity to lead and innovate in delivering exceptional customer experiences at a company that's been at the forefront of AI for nearly a decade. You'll have the chance to shape the vision and strategy for customer support, directly impacting customer satisfaction and loyalty and expanding product usage across the world. Your leadership will drive the growth and development of a mission-driven and dedicated team, fostering a culture of operational excellence. This role is not just about solving problems; it's about anticipating current and future customer needs, leveraging insights to influence product and service enhancements, and setting new standards in customer engagement. You will be at the forefront of customer obsession within the company, making a significant impact on our customers’ success and Grammarly’s growth. As Head of Customer Support, you will:  

• Design and implement customer support strategies aligned with company OKRs, balancing B2C nuances (high volume, individual customers) and B2B expectations (long-term relationships, SLAs) while driving company-wide visibility on critical priorities, risks, and planned mitigations.
• Expand and lead the Support team to meet evolving business needs with strong judgment. Executing effective and lasting change management that results in a broad understanding of decisions among team members.
• Set and monitor KPIs for service quality, response times, and customer satisfaction—ensuring the achievement of goals in all layers of the team.
• Optimize processes that gather, analyze, and respond to customer feedback while continuously driving product and service improvements.
• Work closely with the Engineering, Product and Design, Sales and Marketing teams to ensure a unified and cohesive customer experience.
• Leverage state-of-the-art tools and technologies to streamline operations and enhance customer interactions.
• Handle escalated customer issues, ensuring satisfactory resolutions aligned with Grammarly’s EAGER values and MOVE principles.
• Utilize customer interaction data to identify trends, predict needs, and inform strategic decisions within and across functional teams.
• Oversee the Support team's budget, ensuring efficient resource allocation and ongoing investments with clarity on expected and achieved ROI.
• Ensure the team adheres to industry standards and regulations and maintain ongoing professional development.

 

• Within your first 30 days: You will get up to speed on Grammarly's vision, strategy, team, and culture while establishing strong working relationships with leaders