Social Support Specialist

Grammarly is excited to offer a remote-first hybrid working model. Grammarly team members in this role must be based in Poland, and, depending on business needs, they must meet in person for collaboration weeks, traveling if necessary to the hub(s) where their team is based.

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.

About Grammarly

Grammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 teams. From instantly creating a first draft to perfecting every message, Grammarly helps people at 96% of the Fortune 500 and teams at companies like Atlassian, Databricks, and Zoom get their point across—and get results—with best-in-class security practices that keep data private and protected. Founded in 2009, Grammarly is No. 14 on the Forbes Cloud 100, one of TIME’s 100 Most Influential Companies, one of Fast Company’s Most Innovative Companies in AI, and one of Inc.’s Best Workplaces.

The Opportunity

To achieve our ambitious goals, we’re looking for a Support Specialist for social media channels to join our Customer Support team in Poland. 

This person will provide fast, high-quality responses across various social media channels, ensuring users' satisfaction and ensuring no questions are left unanswered. They will help in creating delightful customer experiences across public-facing channels ranging from Instagram to App Store reviews, embodying Grammarly’s mission through empathetic interactions.

As the voice of Grammarly on social media, you will concentrate on crafting concise and on-brand messages, directly helping Grammarly users improve communication every day. You will also have the opportunity to showcase your creativity and boost engagement using strategies like re-tweets, witty replies, and GIFs.

As a Social Support Specialist, you will:

• Work on one-touch support issues, escalating social support issues to email channels while employing surprise and delight marketing in responding to Grammarly users.
• Be responsible for sorting, tagging, and escalating all inbound social media requests, questions in forums, and new product reviews.
• Build your skills in handling more brand-forward and high-impact types of requests.
• Have the opportunity to evaluate Grammarly’s social support practices and give feedback to optimize these processes.
• Take ownership of the scaling plan for one area of public-facing support, such as macros, GIF libraries, internal knowledge sharing, training, and so on.
• Improve our listening capability and engage with the broader community.

Qualifications

• Has experience assisting others.
• Has excellent English writing and speaking skills—can write great messages for different channels and situations and is adept at crafting short, easy-to-read sentences.
• Is social-media-savvy and is eager to help people across multiple platforms.
• Is an empathetic, active listener with a solid understanding of tone matching.
• Can write replies that make our users feel heard, understood, and cared for.
• Thrives in an environment where change is the norm while still being able to deliver great service amid changing landscapes and priorities.
• 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.
• Is able to meet in person for their team’s scheduled collaboration weeks, traveling if necessary to the hub where their team is based.

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 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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Last updated on Aug 22, 2024