Community Support Specialist (Remote)

Hi, we’re DuckDuckGo, the Internet privacy company for everyone who wants to take back their privacy now. For over a decade, we've been building our all-in-one product, developing new privacy technology, and working with policymakers to make online privacy simple and accessible for all.

Our browsers and extensions have been downloaded over 250 million times with our built-in private search engine, which has delivered over 100 billion searches and is the 2nd largest search engine on mobile in the United States and 17 other countries, including the United Kingdom, Canada, Australia, Germany, Poland, and Spain. Our private search engine is also 3rd in market share in the U.S. and over 20 major markets. Oh, and we've been profitable since 2014, with annual revenue exceeding $100 million!

The DuckDuckGo browser’s uniquely comprehensive privacy protections are used by tens of millions of people to protect their everyday online activities on Mac, Windows, iOS, and Android, from searching to browsing, emailing, and more. We also offer Privacy Pro, a three-in-one subscription service that includes a VPN, Personal Information Removal, and Identity Theft Restoration.

We’re looking for a Community Support Specialist to champion our consumers' experience, provide user support, and join our mission to show the world that protecting your privacy online can be simple. 

 

The Opportunity

In this role, you will have a unique opportunity to deliver exceptional user support while helping shape, manage, and grow DuckDuckGo's online community. You will be responsible for engaging with our 5M+ followers on public-facing social media, executing our broader community management strategy, taking on customer service efforts for Privacy Pro subscribers, delivering timely information and answers to users, and more.

What You Will Bring to DuckDuckGo

• Ability to propose, contribute to, and lead projects with support from cross-functional advisors.
• Skills to wrangle vague problems, propose innovative solutions, and execute them with a strong focus on metrics.
• At least 5 years of experience executing stellar customer support and community management with sound judgement across multiple channels for a technical and/or software product.
• A customer-first mindset — you empathize with user and customer concerns, gather information from various internal teams, and turn that information into helpful interactions.
• Deep familiarity with social media platforms, community management features, and customer support tools and solutions.
• Proven ability to handle high-stress situations, manage time and workload around shifting priorities in a fast-paced environment, and maintain an unwavering attention to detail.
• Proven experience evolving customer support processes, analytics, and reporting.
• Exceptional writing skills.
• A passion and strong understanding of our industry and our business mission.
• The ability to understand and effectively communicate the features and benefits of DuckDuckGo to a broad range of consumers.

How We Will Support You

Our core values — build trust, question assumptions, and validate direction — underpin how we work day-to-day and the support we give our team members. We strive to empower our team members to be self-directed and self-motivated in their work.

• Remote First, Always: We've always been a fully distributed company with team members all over the world. We trust you to get your work done wherever, and whenever.
• Commitment to Personal Growth: Every team member has an annual budget of $1,250 USD to invest in their professional development. Every team member also has a dedicated Career Advisor, who serves as a guide to help you develop your strengths, identify your motivations, and understand your opportunities for growth.
• Leadership: We have many different types of leaders and possible combinations of leadership roles, so you can grow your career in a way that aligns best with your personal goals. You can seek additional leadership roles by being directly responsible for projects, taking ownership of areas of the company, developing and maintaining internal processes, or pursuing advisory roles.
• Work/Life Balance: Team me