Customer Care Specialist

Описание

The Opportunity

To achieve our ambitious goals, we’re looking for a Customer Care Specialist to join our Customer Care team. This role will be leading the transformation of customer experience with innovative customer care. In this role, you will have a direct impact on the enhancement of Grammarly's product offerings and the retention and expansion of our revenue-generating customer base.

As a Customer Care Specialist, you will:

Provide timely, empathetic, and personalized assistance, ensuring that our customers' needs remain at the forefront of every interaction. Handle non-technical inquiries about accounts, subscriptions, and product offerings via email (help desk).  Deliver positive customer assistance experiences that enhance customer satisfaction and loyalty.  Collaborate on various tasks, both independently and with other teams, to improve operational efficiency and bring your ideas to life.

Your Journey with Us:

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: Gain a comprehensive understanding of our product offerings. After successfully completing six 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.  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. 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. 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.