Customer Support Specialist

Grammarly is excited to offer a remote-first hybrid working model. Team members can work primarily remotely in the United States, Canada, Ukraine, Germany, Poland, or Portugal. Conditions permitting, teams will meet in person a few weeks every quarter at one of Grammarly's hubs in San Francisco, Kyiv, New York, Vancouver, and Berlin, or in a workspace in Kraków.

We believe this balanced, flexible approach gives our team members the best of both worlds: plenty of focus time along with in-person collaboration that fosters trust, unlocks creativity, and further fuels innovation.

Please note our Kyiv hub is currently closed, but we hope the time comes soon when we can reunite with team members there. We continue to provide support to our Ukraine team members displaced within and outside of Ukraine.

Grammarly team members in this role must be based in Poland.

The opportunity

Every day, tens of millions of people and 50,000 professional teams rely on Grammarly’s AI-enabled communication assistance to help them communicate confidently and achieve their goals. Our team members have the autonomy to take on exciting challenges in pursuit of our mission to improve lives by improving communication. Together, we’re building on more than a decade of steady growth and profitability. We’re defining the communication assistance category for individuals, enterprises, and developers with tailored service offerings: Grammarly Premium, Grammarly Business, Grammarly for Education, and Grammarly for Developers. All of this begins with our team collaborating in an inclusive, values-driven, and learning-oriented environment.

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 (helpdesk) and working with the rest of the Grammarly teams.

Your impact

Our Customer Support team provides 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 offboarding.

We are looking for a highly motivated, goal-oriented individual to join our team. This person will be responsible for maintaining positive customer relations and satisfaction by providing service via email (helpdesk) and working with the rest of the Grammarly teams. You will have a direct impact on 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.

We’re looking for someone who

• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based. Please note that our Kyiv hub is currently closed, and we hope the time comes soon when our team can meet again there. 
• 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 reading comprehension and attention to detail. 
• Has customer service experience and familiarity with tools like Zendesk, JIRA, etc. (This is not required but is a plus!) 
• Has a background in bu