Customer Support Specialist

2 tygodni temu

Kraków, Lesser Poland Grammarly Pełny etat

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.

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 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 (help desk) and working with the rest of the Grammarly teams.

Your impact

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.

  • 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 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.
  • Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based.
  • 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, and JIRA. (This is not required but is a plus)
  • Has a background in business or humanities.
Support for you, professionally and personally
  • Professional growth: 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. We also support professional development and advancement with training, coaching, and regular feedback.
  • A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Grammarly Circles, which promote connection among those with shared identities including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.
  • Increased fee: Grammarly generally offers a 50% increased fee to support agents available to render services for at least 3 hours, falling between 8 pm and 8 am CET, and a 100% increased fee to support agents available to render services between 8 pm and 5 am CET.
We encourage you to apply

At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Grammarly is an equal opportunity company. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law.

For more details about the personal data Grammarly collects during the recruitment process, for what purposes, and how you can address your rights, please see the Grammarly Data Privacy Notice for Candidates here.

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