Customer Care Specialist, Grammarly for Business

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.

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 Business Support team. This person will be responsible for providing accurate, empathetic, and on-brand support to our Grammarly for Business and Grammarly for Education customers. They’ll work closely with Product, Engineering, Sales, Account Management, and Customer Success teams to build strong customer relations, scale support capabilities, and meet our SLAs.

In this role, you will:

• Assist volume-subscription customers and prospects with inquiries about product, subscription, account management, and such, ensuring their questions are answered promptly and accurately via email and live chat.
• Guide customers through their interactions with the help desk, ensuring they feel supported and valued at every touchpoint.
• Approach each interaction with empathy and a sense of urgency, going the extra mile for the customer to build lasting customer relationships.
• Address any signs of customer dissatisfaction proactively, offering solutions and plans that align with both customer needs and company policies.
• Collaborate on various tasks and take ownership of ongoing projects that contribute to the overall efficiency and improvements of support operations.

Your journey with us

As a Customer Care Specialist, you will play a critical role in maintaining positive and satisfactory customer relations via email and chat. Your success will directly impact improving B2B product offerings, refining Customer Support solutions, and working cross-functionally with various teams throughout the company. You’ll assist with product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and offboarding. To be successful in this role, you must be a highly motivated and goal-oriented team player. 

• 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: you will gain a solid knowledge of tools, workflows, and product offerings. After successfully completing 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 via both email and live chat. 
• 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.
• Initiative to follow through on tasks and contribute proactively to team and company objectives.
• Ability to make thoughtful, informed decisions independently when handling customer needs.
• 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.
• 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.

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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