Business Support Specialist - Grammarly

Grammarly is excited to offer a remote-first hybrid working model. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, or Poland. Certain roles have specific location requirements to facilitate collaboration at a particular Grammarly hub.

All roles have an in-person component: Conditions permitting, teams meet 2–4 weeks every quarter at one of Grammarly’s hubs in San Francisco, Kyiv, New York, Vancouver, and Berlin, or in a workspace in Kraków. This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that fosters trust and unlocks creativity.

Grammarly team members in this role must be based in Poland, and they must be able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub(s) where the team is based.

The opportunity

Grammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 professional teams every day. From instantly creating a first draft to perfecting every message, Grammarly’s product offerings help people at 96% of the Fortune 500 get their point across—and get results. Grammarly has been profitable for over a decade because we’ve stayed true to our values and built an enterprise-grade product that’s secure, reliable, and helps people do their best work—without selling their data. We’re proud to be one of Inc.’s best workplaces, a Glassdoor Best Place to Work, one of TIME’s 100 Most Influential Companies, and one of Fast Company’s Most Innovative Companies in AI.

To achieve our ambitious goals, we’re looking for a Business Support Specialist to join our Grammarly Business Support team. This person will be responsible for providing accurate, empathetic, and on-brand support to our Grammarly for Business and Grammarly for Education customers. They’ll work closely with key Grammarly for Business departments, including Product, Engineering, Sales, Account Management, and Customer Success, to build strong customer relations, scale support capabilities, and meet our SLAs.

Your impact

As a Business Support Specialist, you will play a critical role in maintaining positive and satisfactory customer relations via email and chat. Your success will directly impact improving Grammarly for Business product offerings, refining Customer Support solutions, and working cross-functionally with various teams throughout the company. You’ll assist with product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and off boarding. To be successful in this role, you must be a highly motivated and goal-oriented team player.

By month three, you will complete customer support training and 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 quickly and accurately.
By the end of year one, you will improve customer service procedures, policies, and standards to boost team efficiency.

We’re looking for someone who

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.
Possesses a genuine passion for delivering exceptional service experiences.
Has excellent proficiency in both written and spoken English.
Has experience assisting customers by finding effective solutions to their issues.
Strong critical thinking skills to find effective solutions to any issue that arises.
Has exceptional reading comprehension and attention to detail, which allows to communicate clearly and effectively.

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. We also support professional development and advancement with training, coaching, and regular feedback.
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 employee 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 fee: Grammarly generally offers a 50% increased fee to support agents available to render services for at least 3 hours, falling between 8 pm and 8 am CET, and a 100% increased fee to support agents available to render services between 8 pm and 5 am CET.

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. Grammarly is an equal opportunity company. We do not discriminate on the basis of race or ethnic origin, religion or belief, color, gender expression or identity, sexual orientation, sexual identity, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law.

For more details about the personal data Grammarly collects during the recruitment process, for what purposes, and how you can address your rights, please see the Grammarly Data Privacy Notice for Candidates here.

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All team members meeting in person for official Grammarly business or working from a hub location are strongly encouraged to be vaccinated against COVID-19.

Last updated: 3 days ago

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