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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 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.
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.
Qualifications
- 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 ticketing systems or other written customer interactions.
- 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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What the Team is Saying
What We Do
Grammarly’s real-time writing assistance helps 30 million people and 30,000 teams write more clearly and effectively. For individuals, a free account can improve and strengthen everyday writing, while a Premium account helps users step up their game at work, school, and anywhere they want to communicate with confidence. Grammarly Business is tailored for enterprises and organizations of all sizes to help achieve business objectives by improving communication quality, efficiency, and consistency. Additionally, Grammarly for Developers allows builders to integrate Grammarly’s writing suggestions directly into their products, increasing their value by delivering intelligent and easy-to-use communication suggestions to their users. Our company makes money by selling subscriptions, not by selling user data. In building a product that scales across multiple platforms and devices, Grammarly works to empower people whenever and wherever they communicate.
Across the United States, Canada, and Ukraine, Grammarly’s values-driven team is growing to support our expanding user base and to continue developing our platform into a truly comprehensive communication partner.
Why Work With Us
Grammarly’s values-driven team is growing to support our expanding user base and continue developing our writing assistance into a truly comprehensive communication partner. Our working model balances remote work with in-person collaboration at Grammarly’s hubs in San Francisco, Kyiv, New York, and Vancouver.
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Grammarly Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
