Social Media 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 Social Media Support Specialist to join our Customer Support team in Poland. This person will provide fast, high-quality responses across multiple social channels, ensure that Grammarly users feel satisfied, and ensure 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

As a Social Media Support Specialist, you will directly help improve communication for people who use Grammarly every day. As the voice of Grammarly on social media, you will focus on writing tight, on-brand messages to respond to our users. You will also have the chance to show us your creative skills and increase engagement through re-tweets, witty replies, or GIFs. 

In this role, 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.

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 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 eager to work in social media customer support.
• Is an empathetic, active listener with a solid understanding of tone matching.
• We 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 social media landscapes and priorities.

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 as well. 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, such as employee resource groups and Grammarly Circles. These communities promote connection among those with shared identities, including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and their 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 everyone—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Grammarly is an equal opportunity employer. We do not discriminate based on race or ethnic origin, religion or belief, 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, the purposes of collecting data, and the way you can address your rights, please see the Grammarly Candidate Data Privacy Notice here. 

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