Grammarly is excited to offer a remote-first hybrid working model. Grammarly team members in this role must be based in Poland, and, depending on business needs, they must meet in person for collaboration weeks, traveling if necessary to the hub(s) where their team is based.
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.
About Grammarly
Grammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 teams. From instantly creating a first draft to perfecting every message, Grammarly helps people at 96% of the Fortune 500 and teams at companies like Atlassian, Databricks, and Zoom get their point across—and get results—with best-in-class security practices that keep data private and protected. Founded in 2009, Grammarly is 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
To achieve our ambitious goals, we’re looking for a Technical Support Specialist to provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. This person will assist with product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and offboarding. They will be responsible for maintaining positive customer relations and satisfaction by providing service via email (help desk) and working cross-functionally with teams across Grammarly.
As a Technical Support Specialist, you will be the first point of contact for Grammarly customers. Knowing our product offerings inside and out, you will become a product expert. You will take ownership of finding improved ways to deliver exceptional customer service and refine customer support solutions.
In this role, you will:
- Respond to various technical and non-technical customer inquiries via Zendesk, assisting users with product-related issues and troubleshooting as required.
- Identify, prioritize, and escalate user-reported issues, working closely with Engineering and Product teams.
- Work closely with your quality assurance lead to meet ticket volume and quality requirements.
- Improve the team’s productivity and ticket-processing efficiency by suggesting workflow improvements, identifying gaps, and creating content.
- Create individual OKRs and contribute toward team-wide OKRs to help us meet our ambitious goals.
Curious about what you’ll focus on first?
- Within the first 30 days, you will get familiar with Grammarly’s product offerings, 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 improve customer service procedures, policies, and standards to boost team efficiency.
Qualifications
- Has excellent written and spoken English.
- Has familiarity with both Microsoft Windows and macOS operating systems and can identify problems and replicate software glitches.
- Has technical customer service experience and is familiar with ticketing tools or other written customer interactions.
- Demonstrates strong reading comprehension and attention to detail.
- Genuinely likes to help others and demonstrates an understanding of what good customer support entails.
- Fosters excellent communication skills with strong critical thinking and problem-solving skills.
- Advantage but not required: Knowledge of console commands, terminal usage, SQL, and deployment/provisioning methods.
- Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
- Is 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.
- Is able to meet in person for their team’s scheduled collaboration weeks, traveling if necessary to the hub where their team is based.
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.
- 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 team member 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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