Customer Care Specialist for Social Media

Grammarly offers a dynamic hybrid working model for this role. This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that helps foster trust, innovation, and a strong team culture.

Grammarly is the world’s leading AI writing assistance company trusted by over 40 million people and 50,000 organizations. 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. 7 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.

To achieve our ambitious goals, we’re looking for a Customer Care Specialist to join our Social Media Customer Care team. This role will be leading the transformation of customer experience with innovative customer care. 

Our customer care specialist will engage with customers on social media platforms, helping to reinforce Grammarly’s brand presence. As the voice of Grammarly on social media, they’ll craft tight, on-brand messages while using creative engagement tactics to enhance user experience. Your empathetic interactions will reflect Grammarly’s mission and values, addressing user needs with care and attention.

This role collaborates with teams across the company, especially Marketing, gaining hands-on experience in cross-functional teamwork. If you're looking for a role where you can grow, strengthen your collaboration skills, and make a real impact, this is it!

In this role, you will:

• Provide quick, high-quality responses across social channels to support Grammarly users.
• Enhance user interactions by incorporating surprise-and-delight marketing where appropriate.
• Manage and organize social media requests, sorting, tagging, and escalating as needed.
• Develop expertise in handling high-impact brand interactions.
• Monitor social sentiment, identifying trends and engagement opportunities.
• Collaborate on various tasks, both independently and with other teams, to improve operational efficiency and bring your ideas to life.

Your Journey with Us:

• First 30 Days: Complete company onboarding, learn key tools and workflows, and pass initial training.
• Month Two: Finish General Support training, start Social Support training, and learn platform-specific engagement strategies.
• Month Three: Gain a solid knowledge of tools, workflows, and product offerings. Gradually start independent work on tickets and on social platforms, with speed and quality scores trending up.
• Month Six: Meet key performance targets by providing fast, accurate, and empathetic support. Take ownership of inbound social requests and contribute to user retention.
• Month Nine: Support users across all social channels, help improve team efficiency through process optimizations, and suggest workflow improvements.
• Year One: Handle all types of user requests and consistently deliver high-quality support. Take on more responsibilities and complete more tasks aimed at improving team efficiency.

• Has excellent English writing and speaking skills—can write great messages for different channels and situations and is adept at crafting short, easy-to-read sentences.
• Has experience assisting others.
• Is social-media-savvy and is eager to help people across multiple platforms.
• Is an empathetic, active listener with a solid understanding of tone matching.
• Can write replies that make our users feel heard, understood, and taken care of.
• Thrives in an environment where change is the norm while still being able to deliver great service amid changing social media landscapes and priorities.
• Has prior experience working with various software (macOS, MS Office, Slack, etc.). Experience with any ticketing system is a plus.
• 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.

• 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. 
• Comprehensive benefits: Grammarly offers all team members competitive pay along with a benefits package encompassing health care and ample and defined time off. We also offer support to set up a home office, wellness, and pet care stipends, learning and development opportunities, and more.
• Increased bonus: Grammarly generally offers a 50% bonus to customer care agents available to work for at least 3 hours between 8 p.m. and 8 a.m. CET and a 100% bonus to agents available to work between 8 p.m. and 5 a.m. CET. 

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 or ethnic origin, religion or belief, color, gender expression or identity, sexual orientation, sexual identity, 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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