Senior Customer Support Specialist

Grammarly


3 months ago

10/21/2019 13:46:34

Job type: Full-time

Category: Customer Support


The opportunity 

Grammarly empowers people to communicate effectively and connect. More than 20 million people around the world use our AI-powered writing assistant every day to say what they mean and be understood as they intend. 

To support our expanding user base, we’re looking for a Senior Customer Support Representative to join our Support team. This person will help our team create delightful customer experiences across public-facing channels—from Instagram to App Store reviews. Their empathetic interactions with Grammarly users will reinforce Grammarly’s mission and values by showing our users that Grammarly cares about their needs.

Your impact

Grammarly exists to improve lives by improving communication, and as a Senior Customer Support Representative, you’ll directly contribute to this effort by improving communication with people using Grammarly every day. As the voice of Grammarly in social media responses, you’ll have the ability to stretch your writing legs to write tight, on-brand responses to our users. You’ll also be able to scale a review response program with support from the team.

  • You will be responsible for sorting, tagging, and escalating all inbound social media requests, questions in forums, and new product reviews.

  • After you’re comfortable in the inbound queue, you’ll work on one-touch support issues, escalating social support issues to email channels, and creating surprise-and-delight responses for Grammarly users.

  • You will also build your skills in handling more brand-forward and high-impact types of requests, eventually managing responses on social channels relating to such sensitive issues as privacy and security.

  • You will also have the opportunity to evaluate Grammarly’s social support practices and give feedback to optimize these processes. 

  • You may eventually own the scaling plan for one area of public-facing support, such as macros, gif libraries, internal knowledge-sharing, training, and other areas.

We’re looking for someone who

  • Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.

  • Has very strong writing skills—can write great copy for different channels and situations and is adept at crafting short, easy-to-read sentences.

  • Knows the public-facing support and social media landscape through experience with public channels in the past—and is eager to continue to work in social media.

  • Is an empathetic active listener with a solid understanding of tone matching

  • Can write a response that makes our users feel heard, understood, and taken care of.

  • Thrives in an environment where change is the norm but still can deliver great service amid changing social media landscapes and priorities.

Support for you, professionally and personally

Comprehensive benefits

  • Grammarly offers all team members competitive pay along with a benefits package that includes superior health care. But that’s just for starters: We also offer ample and defined time off, catered lunches, gym and recreation stipends, admission discounts, and more.

Professional growth

  • We hire people we trust, and we give team members autonomy to do their best work. We also support professional development with training, coaching, and transparent and regular review processes.

A connected team

  • Grammarly builds products that help people connect, and we apply this mindset to our own team. We take time to celebrate our colleagues and accomplishments with global, local, and team-specific events and programs.

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. We do not discriminate on the basis of ancestry, race, place of origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, or any other characteristic protected by law. Grammarly is an equal opportunity employer and abides by the Employment Equity Act.

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • About Us

    At Close, we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster). Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of 40 high-performing, happy people dedicated to building a product our customers love.

    We are seeking a Customer Support Team Manager that will be instrumental in leading our current support team of 6 people. 

    About You

    You're an experienced manager of customer support teams with a well-developed management philosophy and experience as a successful team leader that can demonstrate both company and employee growth.

    You have over two years of experience in B2B SaaS/startup customer support. You have a proven track record leading the support team of a SaaS business in a similar industry with a strong technical background.

    In your role as Support Manager you’ll be responsible coach and lead the day-to-day operations of the team. Due to the small size of this team, you will also be expected to interact with customers directly and answer our hardest inquiries. 

    You reside in Western Europe and are willing to accommodate the management of team members who range in time zone from Pacific Time to CET. This position requires periodic travel to customer offices and Close company offsites.

    You should have...

    • 2+ years of experience on a customer support team of a B2B SaaS product

    • 1+ years as a manager with remote direct-reports

    • Extensive administrative and agent level experience with Helpscout

    • Ability to read through scripts / have a basic understanding of programming concepts in Python / Ruby / Java 

    • A proven track record of delivering exceptional service to both non-technical business users and deeply technical engineers

    You enjoy ...

    • Interacting with customers over the phone and email

    • Creating well-written and visually pleasing educational content recruiting and managing a small team of customer support executives around the world

    • Debugging complex problems in email, phone, and billing systems

    • Being liaison between product and support -- communicating customer and support team challenges to the product team.

    Bonus points if…you have experience on a sales team or working in a sales-oriented culture

    Why work with us...?

    • 100% remote (we believe in trust and autonomy)

    • 2 x annual team retreats ✈️ (Lisbon Retreat Video)

    • Competitive salary

    • 7 weeks PTO (includes company-wide winter holiday break)

    • 1 month paid sabbatical after 5 years

    • $200/month co-working stipend

    • Paid parental leave (10 wks primary caregiver / 4 wks secondary caregiver)

    • 99% premiums paid for excellent medical and dental coverage, including an HSA option (US residents)

    • 401k matching at 4% (US residents)

    • Dependent care FSA (US residents)

    • Our story and team 🚀

    • Glassdoor Reviews 

    At Close, everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you).

    We come from 12 countries and 14 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community.

    This team is growing in more ways than one - we’ve recently launched 8 babies (and counting!). Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers.  

    Interested in Close but don't think this role is the best fit for you? View our other positions.

  • 2 days ago

    Mediavine, a fast-growing advertising management company representing over 6100 websites in the food, lifestyle, and entertainment space, is searching for a Publisher Support Specialist.

    We are looking for someone who is comfortable explaining technical issues in non-technical ways, and someone who is able to provide excellent service throughout stressful situations. Since you will be working with publishers who may be dealing with difficult issues, we expect you to be able to empathize with our publishers and help de-escalate situations. We're a remote team, so experience with remote work is required.

    Note: While this job is remote, we work a traditional schedule in order to accommodate our clients. Some weekends are required. There is some flexibility in your schedule but it must be pre-approved by your supervisor.

    As a Publisher Support Specialist at Mediavine, you can expect to:

    • Answer a lot of emails via Intercom
    • Update a lot of spreadsheets, where every cell matters.
    • Be available via Slack during work hours
    • Answer the occasional phone call
    • Process applications from publisher sites
    • Track progress and identify issues
    • Be a Mediavine cheerleader!
    • Work with your team to ensure all of the daily tasks are getting done
    • Travel occasionally to events

    Requirements

    • Great time-management skills. You get stuff done without a ton of oversight or direction.
    • Strong work-ethic. You love what you do, and want to do it well.
    • You care, genuinely, about people and it shows in the way you treat your customers.
    • Customer Support experience
    • The ability to learn quickly, and on-the-fly. Mistakes are okay, but you have to learn from them.
    • A willingness to ask questions, repeatedly, until you understand the answer.
    • A love of puzzle solving. Some of the issues we get take some digging to get to the answer. You are persistent.
    • The ability to collaborate well. We work together remotely, and need to keep in touch when co-working on projects.
    • Attention to detail. Everything matters. You like to take your time and do things right the first time.
    • You can translate technical explanations into laymen’s terms, and provide step-by-step directions that are easy to follow.
    • Prior remote experience

    Bonus points for

    • Technical support experience
    • A blog, that you publish on regularly
    • Experience working with bloggers in a related field
    • Excellent GIF skills

    Benefits

    • Work from home! In your pajamas!
    • Company provided Macbook Pro
    • Exciting, fast-paced environment
    • Co-workers who LOVE their jobs. For real. And really enjoy working with each other too.
    • Travel to exotic locations like Austin, Texas! Or Florida! Or other locations TBD. You never know where you might end up.
    • Health insurance, 401k.
    • Generous Vacation/Time off policies
    • Awesome side benefits such as home-office upgrades, a tuition reimbursement program, paid gym memberships and wellness retreats, upgraded flights, birthday gift cards, free cool swag and more!
    • Salary starts at 40k
  • 🚨Please read carefully before applying:

    ✔️This position is 100% remote 🌍

    ✔️Your availability must have a minimum of 3 hours overlap with GMT

    ABOUT US

    SmarterQueue is a ground-breaking social media management tool.

    On average, SmarterQueue increases the effectiveness of our customers social media content by up to 300%, and saves them over 8 hours per week - amongst many other incredible benefits!

    We are a small fully remote team, spanning the UK, Canada, America and Europe.

    SmarterQueue is building software which adds REAL value to influencers and marketers lives!

    SALARY

    - Salary range USD $20 - $35 per hour (dependent on experience).

    WHAT YOU’LL DO

    - Lead inbox coverage during the weekends (answering live chat and email).

    - Report customer feedback to the Product Team.

    - Develop relationships with customers and proactively gather information on their needs to identify SmarterQueue features that could help them achieve their goals.

    - Identify and execute opportunities to increase customer loyalty and reduce churn.

    - Take customer demo and onboarding calls.

    - Create, review and edit Help Center articles.

    - Complete communication reports, and suggest improvements.

    - Recommend best practices to the Customer Success Manager for the benefit of the broader company related to customer experience, operations, product, sales and training.

    ABOUT THE ROLE

    - Part time (with the opportunity to go full time).

    - Must be flexible regarding working hours.

    - Contract position.

    - You will work 100% remotely and report directly to the Head Of Operations & Customer Success.

    - You must have your own computer/equipment with a solid connection to the internet.

    REQUIREMENTS

    - Fluent in English, both verbal and written.

    - Strong verbal and written communication skills.

    - Reliable, responsible and consistent.

    - Excellent interpersonal skills.

    - Independent and very resourceful.

    - Incredible organisational skills, with the ability to multitask.

    - A strong understanding of social media.

    BONUS POINTS

    - Remote working experience.

    - Startup experience.

    - Sales experience.

    HOW TO APPLY

    ✔️Click to apply, and ensure you send us a brief intro note

    ✔️Make sure your resume is uploaded on AngelList, and your Linkedin URL is added to your profile

    ✔️All applications without a complete AngelList profile and intro note, mentioning ‘taco’, will be immediately disqualified 😉

    ✨We’re actively looking for a diverse and gender-balanced team.

    ➡️Visit smarterqueue.com for more information about the product.

Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!