Two Chicks With A Side Hustle

As a Customer Support Specialist, you will be responsible for the first point of contact from Grammarly customers. Knowing our product offerings inside and out, you will become a product expert and will take ownership of finding improved ways to deliver exceptional customer service and refine Customer Support solutions.

In this role, you will:

  • Respond to a wide range of customer inquiries via Zendesk.
  • Work closely with your Support Lead to meet ticket volume and quality requirements.
  • Identify and escalate user issues, ensuring the information is shared appropriately with internal teams.
  • Identify gaps in our internal knowledge base and suggest relevant improvements.
  • Create individual OKRs and contribute toward team-wide OKRs to help us meet our goals.

Curious about what you’ll focus on first?

  • 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.
  • Genuinely likes to help others and demonstrates an understanding of what good customer support entails.
  • Has very strong writing skills.
  • Is a good communicator with strong critical thinking and problem-solving skills.
  • Demonstrates 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!)