Grammarly is the world's leading AI writing assistance company trusted by over 40 million people and 50,000 organizations. Our dynamic hybrid working model offers the best of both worlds: plenty of focus time along with in-person collaboration that helps foster trust, innovation, and a strong team culture.
About Grammarly
We're the top choice for companies like Atlassian, Databricks, and Zoom, helping them get their point across—and get results—with best-in-class security practices that keep data private and protected. Founded in 2009, we're No. 14 on the Forbes Cloud 100, one of TIME's 100 Most Influential Companies, one of Fast Company's Most Innovative Companies in AI, and one of Inc.'s Best Workplaces.
The Opportunity
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 off-boarding of a product. The Customer Support Specialist will maintain positive customer relations and satisfaction by providing service via email (help desk) and working with the rest of the Grammarly teams.
Key Responsibilities
* Provide exceptional service experience within the first 30 days by getting familiar with the product, support tools, workflows, and all user interaction types.
* Absorb low- and medium-complexity cases autonomously by month three and contribute to the team's OKRs by demonstrating high standards in speed and quality of solving all user interaction types by month six.
* Help boost team efficiency by improving customer service procedures, policies, and standards by the end of year one.
Qualifications
* Strong written and spoken English skills.
* Excellent critical thinking and problem-solving abilities.
* Strong attention to detail and ownership mindset.
* Customer service experience and familiarity with written customer interactions.
* Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
* 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.
Support for you, professionally and personally
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 is essential to us, and our remote-first hybrid model enables a highly collaborative culture supported by our EAGER values. We encourage you to apply if you value diversity and want to be part of an inclusive community.