Customer Care Specialist, Grammarly
Superhuman · NAMER
- Hybrid
- Full-time
- $50,000 / year
- NAMER
Job highlights
- Assist customers via email with non-technical inquiries.
- Enhance customer satisfaction and loyalty through positive interactions.
- Collaborate with teams to improve operational efficiency.
- Develop product knowledge and resolve complex issues.
- Contribute to team goals and support junior agents.
About the role
About Superhuman
Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company's products include Grammarly's writing assistance, Coda's collaborative workspaces, Mail's inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here.The Opportunity
To achieve our ambitious goals, we’re looking for a Customer Care Specialist to join our Customer Care team. This role will be leading the transformation of customer experience with innovative customer care. In this role, you will have a direct impact on the enhancement of Superhuman's product offerings and the retention and expansion of our revenue-generating customer base.In This Role, You Will
- Provide timely, empathetic, and personalized assistance, ensuring that our customers' needs remain at the forefront of every interaction.
- Handle non-technical inquiries about accounts, subscriptions, and product offerings via email (help desk).
- Deliver positive customer assistance experiences that enhance customer satisfaction and loyalty.
- Collaborate on various tasks, both independently and with other teams, to improve operational efficiency and bring your ideas to life.
Your Journey With Us
- First 30 Days: Immerse yourself in our company culture and policies while mastering the tools, workflows, and ticket resolution. With the guidance of experienced peers, you'll complete training assignments and assessments in a timely manner.
- By Month Three: Gain a comprehensive understanding of our product offerings. After successfully completing six weeks of dynamic training and successfully passing the final assessment, you’ll be ready to tackle a variety of non-technical tickets independently, with an improving speed and quality of service.
- By Month Six: Contribute to the team's key performance targets by delivering exceptional, proactive customer assistance. Your expertise will allow you to support peers and assist junior agents, transforming potential negative experiences into positive outcomes and retaining customers along the way.
- By Year One and beyond: Continue to meet and exceed team goals, demonstrating your ability to resolve any customer inquiries efficiently. Showcase your commitment to outstanding customer care by assisting numerous customers and taking on expanded responsibilities to drive team success.
Qualifications
- 1+ years of experience assisting others.
- A passion for providing outstanding customer service, not just by resolving issues but also by proactively preventing them.
- Advanced proficiency in written and spoken English.
- Strong critical thinking and problem-solving abilities.
- A clear and empathetic communicator who values patience.
- Exceptional reading comprehension and attention to detail.
- Quick learner with the strong ability to navigate multiple information sources to independently research and resolve complex issues; experience using AI tools (e.g., ChatGPT, Claude) to support learning and problem-solving is a plus.
- Prior experience working with various software (macOS, Browser, Slack, etc.).
- Experience with any ticketing systems is a plus, but not required.
- Openness to adopting new tools and technologies.
- Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.
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: Superhuman 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, Superhuman 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.
- Comprehensive benefits: Superhuman offers all team members competitive pay along with a benefits package encompassing health care and ample and defined time off. We also offer support to set up a home office, wellness, and pet care stipends, learning and development opportunities, and more.
We encourage you to apply
At Superhuman, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Superhuman 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 Superhuman collects during the recruitment process, for what purposes, and how you can address your rights, please see the Superhuman Data Privacy Notice for Candidates here.Key skills/competency
- Customer Service
- Communication
- Problem Solving
- Empathy
- Attention to Detail
- Critical Thinking
- Email Support
- Customer Satisfaction
- Teamwork
- Adaptability
Skills & topics
- Customer Care Specialist
- Customer Service
- Email Support
- Customer Experience
- Help Desk
- Customer Satisfaction
- Communication Skills
- Problem Solving
- Client Relations
- Superhuman
How to get hired
- Tailor your resume: Highlight your 1+ years of customer assistance experience and passion for service. Emphasize strong English communication, critical thinking, and problem-solving skills.
- Showcase relevant skills: Mention experience with macOS, Slack, or any ticketing systems. Detail your ability to work independently and collaborate effectively.
- Address key qualifications: In your cover letter or application, explicitly state your empathy, patience, attention to detail, and quick learning ability.
- Demonstrate AI tool familiarity: If you have experience with AI tools like ChatGPT or Claude for problem-solving, be sure to mention it.
- Express cultural fit: Align your application with Superhuman's EAGER values (ethical, adaptable, gritty, empathetic, and remarkable).
Technical preparation
Master ticketing system workflows.,Practice using AI tools for research.,Familiarize yourself with macOS and Slack.,Develop strong reading comprehension skills.
Behavioral questions
Describe a time you went above and beyond.,How do you handle difficult customer inquiries?,How do you prioritize multiple tasks efficiently?,How do you collaborate with different teams?
Frequently asked questions
- What is the work arrangement for the Customer Care Specialist role at Superhuman?
- The Customer Care Specialist role at Superhuman operates on a dynamic hybrid working model, offering a balance between focused individual work and in-person collaboration. This model aims to foster trust, innovation, and a strong team culture.
- What are the primary responsibilities of a Customer Care Specialist at Superhuman?
- As a Customer Care Specialist, your primary responsibilities include providing timely and empathetic email assistance for non-technical inquiries about accounts, subscriptions, and product offerings. You will focus on enhancing customer satisfaction, loyalty, and contributing to operational efficiency.
- What technical skills or software experience are preferred for this role?
- While not strictly required, experience with ticketing systems is a plus. Proficiency with common software like macOS, Browser, and Slack is beneficial. An openness to adopting new tools and technologies is also valued.
- What is the expected career progression for a Customer Care Specialist at Superhuman?
- Within the first three months, you'll gain product knowledge and handle tickets independently. By month six, you'll contribute to key performance targets and support junior agents. After a year, you'll continue to exceed goals, resolve inquiries efficiently, and potentially take on expanded responsibilities.
- What makes Superhuman a good company to work for, based on the job description?
- Superhuman offers professional growth through autonomy and trust, a connected and collaborative team culture with EAGER values, and comprehensive benefits including competitive pay, health care, ample time off, and various stipends for home office, wellness, and pet care.
- What qualifications are essential for the Customer Care Specialist position?
- Essential qualifications include over 1 year of experience assisting others, advanced English proficiency (written and spoken), strong critical thinking and problem-solving abilities, empathy, patience, and exceptional attention to detail. A passion for proactive customer service is also key.
- How does Superhuman foster a sense of belonging among its employees?
- Superhuman fosters belonging through various initiatives, including team member resource groups like Superhuman Circles for shared identities (BIPOC, LGBTQIA+, women, parents) and programs that celebrate colleagues and accomplishments globally, locally, and within specific teams.
- What kind of training can I expect as a new Customer Care Specialist at Superhuman?
- Your first 30 days will involve immersion in company culture, policies, tools, and workflows, with guidance from experienced peers. You will complete training assignments and assessments, and after six weeks of dynamic training and a final assessment, you'll be ready to handle tickets independently.