Customer Care Specialist

Grammarly offers a dynamic hybrid model, and candidates in this role can be based remotely. You may be expected to travel to meet in person during your team’s scheduled collaboration weeks. Managers will schedule in-person time according to business needs. 

This hybrid approach helps foster trust, innovation, and a strong team culture, with the flexibility of working from home, whenever you need focus time.

About Grammarly

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.

The Opportunity

To achieve our ambitious goals, we’re looking for a Customer Care Specialist to join our Customer Care team. This role will be leading the transformation of customer experience with innovative customer care. In this role, you will have a direct impact on the enhancement of Grammarly's product offerings and the retention and expansion of our revenue-generating customer base.

As a Customer Care Specialist, you will:

• Provide timely, empathetic, and personalized assistance, ensuring that our customers' needs remain at the forefront of every interaction.
• Handle non-technical inquiries about accounts, subscriptions, and product offerings via email (help desk). 
• Deliver positive customer assistance experiences that enhance customer satisfaction and loyalty. 
• 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: Immerse yourself in our company culture and policies while mastering the tools, workflows, and ticket resolution. With the guidance of experienced peers, you'll complete training assignments and assessments in a timely manner. 
• By Month Three: Gain a comprehensive understanding of our product offerings. After successfully completing six weeks of dynamic training and successfully passing the final assessment, you’ll be ready to tackle a variety of non-technical tickets independently, with an improving speed and quality of service. 
• By Month Six: Contribute to the team's key performance targets by delivering exceptional, proactive customer assistance. Your expertise will allow you to support peers and assist junior agents, transforming potential negative experiences into positive outcomes and retaining customers along the way.
• By Year One and beyond: Continue to meet and exceed team goals, demonstrating your ability to resolve any customer inquiries efficiently. Showcase your commitment to outstanding customer care by assisting numerous customers and taking on expanded responsibilities to drive team success.

Qualifications

• A passion for providing outstanding customer service, not just by resolving issues but also by proactively preventing them. 
• Advanced proficiency in written and spoken English.
• Strong critical thinking and problem-solving abilities. 
• A clear and empathetic communicator who values patience.
• Exceptional reading comprehension and attention to detail. 
• Quick learner with the capability to navigate large volumes of complex information seamlessly. 
• Previous experience providing help or service to clients.
• Prior experience working with various software (macOS, Browser, Slack, etc.). Experience with any ticketing systems is a plus but not required.
• 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.

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 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. 
• 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.

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 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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