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26.08.2020

Customer Support Representative (Billing) - Contractor (Remote)

Grammarly
IT-software Manufacturing

    The opportunity

     

    Grammarly empowers people to thrive and connect, whenever and wherever they communicate. More than 20 million people around the world use our AI-powered writing assistant every day. 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 Representative (Billing) to join the Billing division of the Customer Support team and provide timely, empathetic help to customers. This role includes assistance in canceling, upgrading, and downgrading subscription plans, and processing refund requests. The Customer Support Representative (Billing) will be responsible for maintaining positive customer relations and satisfaction by providing service via email (helpdesk) and working with the rest of the Customer Support team remotely from Ukraine.

     

    Your impact

     

    Our Customer Support team provides timely, empathetic help that keeps the customer's needs at the forefront of every interaction. This role includes assistance in billing-related issues and common product-related questions. We are looking for a highly motivated, self-disciplined, and goal-oriented individual able to work eight hours per day (or forty hours per week) remotely.

    • Within the first five days, you will get familiar with the product, support tools, workflows, and most common subscription and billing requests.
    • By month one and going forward, you will work autonomously and assist hundreds of Premium users per week, being supported by senior specialists and your manager.

     

    We're looking for someone who

     

    • Embodies our EAGER values-is ethical, adaptable, gritty, empathetic, and remarkable.
    • Wakes up in the morning wanting to provide exceptional service experience.
    • Has excellent written and spoken English.
    • Is a good communicator with strong critical thinking and problem-solving skills.
    • Has strong reading comprehension and attention to detail.
    • Has customer service experience and familiarity with tools like Zendesk, JIRA, etc. (This is not required, but is a plus!)
    • Is able to work eight hours per day (or forty hours per week)

     

    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.