Trust & Safety Support Specialist

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 Trust & Safety Support Specialist to join our Support team. This role will provide fast, high-quality responses to requests for general support and issues around trust and safety, primarily focusing on the latter. The person in this role will assist with security-related questions and proactively identify gaps in the team’s expertise while helping improve the underlying processes. This position is crucial in ensuring that Grammarly users' requests are handled with care and precision. Keeping security and privacy concerns in mind is embedded in how Grammarly operates as an organization and is foundational to our culture.

Your impact

As a Trust & Safety Support Specialist, you’ll directly contribute to this effort by informing Grammarly customers about our security practices and helping to protect their data privacy. You’ll also have the opportunity to make an impact by establishing and enhancing processes while developing your problem-solving skills and analytical thinking.

In this role, you will:

• Review and resolve incoming customer requests and address trust and safety concerns.
• Develop your problem-solving skills and enhance your analytical thinking by conducting data investigations as necessary.
• Actively participate in defining new optimal practices within Grammarly Trust Support team, including improving existing workflows.
• Participate in business-critical projects pertaining to user data security and privacy.

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.
• Has at least one year of experience in a customer-facing role.
• Has excellent written and spoken English.
• Has a general understanding of user data privacy and security principles. Advanced knowledge of security-related or risk prevention–related matters for a similar SaaS service is a plus.
• Is attentive and detail-oriented. 
• Has notable problem-solving skills and can proactively pinpoint areas for improvement.
• Is an empathetic, active listener. 
• Has very strong writing skills and can flawlessly communicate in multiple styles, making Grammarly customers feel heard, understood, and cared for. 
• Is a quick thinker with a curious mind.
• Can work independently and come up with efficient solutions under pressure.

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, 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. 

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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