Customer Support Specialist, Grammarly
CA$43-74k
Salary dependent on location
More information about location
AI-powered writing assistant
Job no longer available
AI-powered writing assistant
1001+ employees
Job no longer available
CA$43-74k
Salary dependent on location
More information about location
1001+ employees
Company mission
Grammarly's mission is to improve lives by improving communication.
Role
Who you are
- Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable
- Is inspired by our MOVE principles, which are the blueprint for how things get done at Grammarly: move fast and learn faster, obsess about creating customer value, value impact over activity, and embrace healthy disagreement rooted in trust
- Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based
- Genuinely likes to help others and demonstrates an understanding of what good customer support entails
- Has excellent written and spoken English
- Is a good communicator with strong critical thinking and problem-solving skills
- Demonstrates strong reading comprehension and attention to detail
- Has customer service experience and familiarity with tools like Zendesk and JIRA (This is not required but is a plus!)
What the job involves
- To achieve our ambitious goals, we’re looking for a Business Support Specialist to join our Business Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction
- This person will assist with product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and offboarding
- They will be responsible for maintaining positive customer relations and satisfaction by providing service via email and live chat (help desk) and working cross-functionally with teams across Grammarly
- As a Business Support Specialist, you will be the first point of contact for customers using Grammarly for Business and Grammarly for Education
- By knowing our product offerings inside and out, you will become an expert and take ownership of improving ways to deliver exceptional customer service and refine customer support solutions
- Respond to various customer inquiries via Zendesk (email and live chat)
- Work closely with your support lead to meet agreed monthly KPI goals and other role-specific requirements and ambitions
- Identify and escalate user issues, ensuring the information is shared appropriately with internal teams, including engineering, marketing, and sales
- Engage with business and professional users at all levels with varying needs, adapting your approach and communication style as required
- Identify gaps in our internal knowledge base and suggest relevant improvements
- Create individual OKRs and contribute toward team-wide OKRs to help us meet our goals
- Proactively identify opportunities to improve account health and overall growth and success of Grammarly Business accounts
- Within 30 days, you will become familiar with Grammarly’s product offerings, support tools, workflows, and all user interaction types
- By month three, you will autonomously troubleshoot various low to medium-complexity cases
- By month six, you will contribute to the team’s OKRs by demonstrating high standards in speed and quality of solving all user interaction types
- By the end of year one, you will help boost team efficiency by improving customer service procedures, policies, and standards
Our take
From professional writing to everyday correspondence, effective communication is critical. Grammarly is an AI-powered writing assistant that helps people write clearly and without mistakes, checking spelling, grammar, and other potential pitfalls.
Grammarly was originally launched as a subscription service for students, although the platform has moved into the mainstream in the last decade. It went freemium in 2015 and now works across more than 500,000 applications and websites, including email clients, enterprise software, and word processors. Paid tiers give users more tools beyond grammar and spelling checks, including things like word choice, sentence rewrites, tone adjustments, fluency, and formality level.
The company has been profitable since the beginning and now has a valuation of more than $13 billion, placing it among the 10 most valuable startups in the US. The AI writing assistant space is heating up, and Grammarly is hoping to defend its position against offerings including Scalenut, Ginger and Microsoft's Editor by the release of its SDK, making it far easier to integrate Grammarly into other applications. So far, this has been used in over 4,000 products and earned excellent ratings and increased user numbers of Grammarly's service.
Steph
Company Specialist at Welcome to the Jungle
Insights
44% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2021
$200m
LATE VC
Oct 2019
$90m
LATE VC
Total funding: $400m
Company benefits
- Support for professional development with training, coaching, and regular feedback
- Global, local, and team-specific events and programs
- Catered lunches
- Gym and recreation stipends
- Admission discounts
- Work from home opportunities
- Medical, dental, vision, financial, and other benefits, as well as equity
- Support to set up a home office
- Ample and defined time off
- 401(k) matching
Company HQ
Financial District, San Francisco, CA
Leadership
Alex Shevchenko
(Co-Founder & Board Member)Studied at Vienna's International University before receiving an MBA from the University of Toronto. Co-founded MyDropBox.com in 2006. The company was bought by Blackboard Inc. three years later. Co-founded Grammarly in 2009.
Max Lytvyn
(Co-Founder & Board Member)Studied for an MBA at Vanderbilt University before joining Blacboard Inc. as Director of Product Strategy in 2007. Was General Manager and then Partner at Sciworth Labs from 2004 to 2013. Was a Board Member at Uniweb and invested in farmland investment platform FarmTogether.
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