Grammarly is excited to offer a remote-first hybrid working model, which combines the flexibility of working from home with the benefits of gathering in person. Team members can work primarily remotely in the United States, Canada, Ukraine, Germany, Poland, and Portugal. Conditions permitting, teams will meet in person a few times every quarter at one of Grammarly's hubs, currently in San Francisco, Kyiv, New York, Vancouver, and Berlin, or in a shared workspace in Krakow.

Please note our Kyiv hub is currently closed, and we hope the time comes soon when our team can meet again there. We continue to provide support to our Ukraine team members displaced within and outside of Ukraine.

The opportunity 

Grammarly empowers people to thrive and connect, whenever and wherever they communicate. Every day, over 30 million people and 50,000 teams around the world rely on our AI-powered communication assistance technology. All of this begins with our team collaborating in a values-driven and learning-oriented environment. 

To achieve our ambitious goals, we’re looking for a Customer Support Specialist to join our Social Support team in Europe. This person will be responsible for providing fast, high-quality responses across multiple social channels, ensuring that Grammarly users feel satisfied and no questions are left unanswered. They will also 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 addressing user needs with care and attention.

Your impact

Grammarly exists to improve lives by improving communication, and as a Customer Support Specialist (Social Media), you’ll directly contribute to this effort by improving communication with people using Grammarly every day. As the voice of Grammarly on social media, you will write tight, on-brand responses to our users. You’ll also have the chance to engage with re-tweet opportunities and to showcase your creative skills by responding to surprise-and-delight posts using words or GIFs. 

In this role, you will:

  • Be responsible for sorting, tagging, and escalating all inbound social media requests, questions in forums, and new product reviews.
  • Work on multitouch support queries, escalating technical issues to email channels while also creating surprise-and-delight responses for Grammarly users.
  • 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.
  • Evaluate Grammarly’s social-support practices and give feedback to optimize these processes. 
  • Possibly grow the role into having ownership of the scaling plan for one area of public-facing support, such as macros, GIF libraries, internal knowledge sharing, training, or another area.
  • Improve our listening capability and engage with the broader community.

We’re looking for someone who

  • Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
  • Has excellent written and spoken English—can write great copy for different channels and situations and is adept at crafting short, easy-to-read sentences.
  • Is eager to work in social media as a customer support representative.
  • 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 while still being able to deliver great service amid changing social media landscapes and priorities.
  • Has—as a plus—customer service experience and familiarity with tools such as Zendesk and Jira.
  • Can work on weekends, preferably Saturdays.

Support for you, professionally and personally

  • Professional growth: We hire people we trust and give team members autonomy to do their best work. We also support professional development 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. We have a highly collaborative culture supported by our EAGER values. We also take time to celebrate our colleagues and accomplishments with global, local, and team-specific events and programs.
  • Comprehensive benefits: Grammarly offers all team members competitive pay along with a benefits package encompassing superior health care (including mental health benefits). We also offer support to set up a home office, ample and defined time off, gym and recreation stipends, and more.

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, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law.

Please note that Grammarly’s COVID-19 vaccination policy requires that all team members in North America be vaccinated against COVID-19 to meet in person for Grammarly business or to work from a North America hub location. It is expected that this will be a requirement for this role. Qualified candidates in North America who cannot be vaccinated for medical reasons or because of a sincerely held religious belief may request a reasonable accommodation to this policy. For Europe, this policy requires team members to be vaccinated or produce a daily negative COVID-19 test administered on-site to work from the hub or attend in-person meetings.

#LI-Hybrid

Apply for this Job

* Required

resume chosen  
(File types: pdf, doc, docx, txt, rtf)
cover_letter chosen  
(File types: pdf, doc, docx, txt, rtf)