Senior Customer Support Specialist

Job Description

The opportunity

Grammarly empowers people to communicate effectively and connect. More than 20 million people around the world use our AI-powered writing assistant every day to say what they mean and be understood as they intend.

To support our expanding user base, we’re looking for a Senior Customer Support Representative to join our Support team. This person will help our team create delightful customer experiences across public-facing channels—from Instagram to App Store reviews. Their empathetic interactions with Grammarly users will reinforce Grammarly’s mission and values by showing our users that Grammarly cares about their needs.

Your impact

Grammarly exists to improve lives by improving communication, and as a Senior Customer Support Representative, you’ll directly contribute to this effort by improving communication with people using Grammarly every day. As the voice of Grammarly in social media responses, you’ll have the ability to stretch your writing legs to write tight, on-brand responses to our users. You’ll also be able to scale a review response program with support from the team.

• You will be responsible for sorting, tagging, and escalating all inbound social media requests, questions in forums, and new product reviews.
• After you’re comfortable in the inbound queue, you’ll work on one-touch support issues, escalating social support issues to email channels, and creating surprise-and-delight responses for Grammarly users.
• You will also build your skills in handling more brand-forward and high-impact types of requests, eventually managing responses on social channels relating to such sensitive issues as privacy and security.
• You will also have the opportunity to evaluate Grammarly’s social support practices and give feedback to optimize these processes.
• You may eventually own the scaling plan for one area of public-facing support, such as macros, gif libraries, internal knowledge-sharing, training, and other areas.

We’re looking for someone who

• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Has very strong writing skills—can write great copy for different channels and situations and is adept at crafting short, easy-to-read sentences.
• Knows the public-facing support and social media landscape through experience with public channels in the past—and is eager to continue to work in social media.
• Is an empathetic active listener with a solid understanding of tone matching
• Can write a response that makes our users feel heard, understood, and taken care of.
• Thrives in an environment where change is the norm but still can deliver great service amid changing social media landscapes and priorities.

Support for you, professionally and personally

• Comprehensive benefits : Grammarly offers all team members competitive pay along with a benefits package that includes superior health care. But that’s just for starters: We also offer ample and defined time off, catered lunches, gym and recreation stipends, admission discounts, and more.
• Professional growth : We hire people we trust, and we give team members autonomy to do their best work. We also support professional development with training, coaching, and transparent and regular review processes.
• A connected team : Grammarly builds products that help people connect, and we apply this mindset to our own team. We take time to celebrate our colleagues and accomplishments with global, local, and team-specific events and programs.

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. We do not discriminate on the basis of ancestry, race, place of origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, or any other characteristic protected by law. Grammarly is an equal opportunity employer and abides by the Employment Equity Act.