Customer Care Learning 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

The Opportunity

To achieve our ambitious goals, we’re looking for a Customer Care Learning Specialist to join our Enablement team in the Customer Care department.

This role will streamline learning and development cycles, directly impacting and enhancing the training and learning experience for our Customer Care team members.

As a Customer Care Learning Specialist, you will:

• Provide timely, empathetic, and personalized assistance, ensuring that our customers' needs remain at the forefront of every interaction (first 6 months at 50% capacity; then at 20% capacity.)
• Design, develop, and implement training programs to enhance customer care agents' skills and knowledge.
• Create engaging learning materials, including e-learning modules and videos, that incorporate the latest trends (e.g., micro-learning, and gamification).
• Conduct training sessions, workshops, and onboarding programs for new and existing customer care employees.
• Provide coaching and feedback to improve customer interactions and service quality.
• Work closely with the Customer Care team to ensure training aligns with business goals.
• Track and analyze training effectiveness using key performance indicators (KPIs).

• 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 promptly.
• By Month Three: Gain a comprehensive understanding of our product offerings. After completing five 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. You’ll be working on tickets at 50% capacity and dedicating 50% capacity to Learning tasks.
• 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 train junior agents. You’ll dedicate 80% to Learning tasks and 20% to ticket solving. You’ll focus on improving new hires' onboarding process, updating and maintaining knowledge repositories, and ensuring training content accuracy and accessibility.
• By Year One and beyond: Continue to meet and exceed team goals. Implement role-specific or specialized training for different tiers of customer service agents.  Integrate new learning tools (e.g., AI-driven training) to improve engagement and retention. Influence the long-term learning and development strategy for the customer care organization. Drive a culture of continuous learning by staying ahead of industry trends, customer expectations, and emerging technologies.

Qualifications

• A passion for providing outstanding learning experiences.
• Advanced proficiency in written and spoken English.
• Excellent time management and organizational skills.
• A clear and empathetic communicator who values patience.
• Strong presentation skills and ability to explain complex concepts clearly and concisely.
• Adaptable and creative in finding solutions and workarounds in unpredictable situations.
• Previous experience in training, onboarding, or L&D.
• Prior experience working with various LMS systems 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.

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.

We encourage you to apply

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