Grammarly

Business Support Specialist

Job Description

Posted on: 
January 22, 2023

We are looking for a highly motivated and goal-oriented individual to join our team. You will be responsible for maintaining positive and satisfactory customer relations via email and chat. You will have a direct impact on improving Grammarly Business product offerings and refining Customer Support solutions, and will work cross-functinoally with various teams throughout the company. This role will involve assisting with various product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and offboarding.

Responsibilities

  • 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 solving all user interaction types with speed and quality.
  • By the end of year one, you will help boost team efficiency by improving customer service procedures, policies, and standards.

Job Requirements

  • Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
  • Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based. Please note that our Kyiv hub is currently closed, and we hope the time comes soon when our team can meet again there.
  • Wakes up in the morning wanting to provide an exceptional service experience.
  • Has excellent written and spoken English language skills.
  • Is a clear communicator with strong critical thinking and problem-solving skills.
  • Has strong reading comprehension and attention to detail.
  • Has customer service experience and familiarity with tools like Zendesk, JIRA, etc.*
  • Has a background in the B2B field.*
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