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 theFortune500 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 Business Support Specialist to join our Grammarly Business Support team. This person will be responsible for providing accurate, empathetic, and on-brand support to our Grammarly for Business and Grammarly for Education customers. They’ll work closely with key Grammarly for Business departments, including Product, Engineering, Sales, Account Management, and Customer Success, to build strong customer relations, scale support capabilities, and meet our SLAs.

Your impact

As a Business Support Specialist, you will play a critical role in maintaining positive and satisfactory customer relations via email and chat. Your success will directly impact improving Grammarly for Business product offerings, refining Customer Support solutions, and working cross-functionally with various teams throughout the company. You’ll assist with product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and off-boarding. To be successful in this role, you must be a highly motivated and goal-oriented team player. 

• By month three, you will complete customer support training and autonomously troubleshoot a variety of low and medium-complexity cases.
• By month six, you will contribute to the team’s OKRs by solving all user interaction types quickly and accurately.
• By the end of year one, you will improve customer service procedures, policies, and standards to boost team efficiency. You will also contribute as a Quality Assurance Specialist, coaching other team members and helping them develop.

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. 
• Possesses a genuine passion for delivering exceptional service experiences.
• Has excellent proficiency in both written and spoken English.
• Has experience assisting customers by finding effective solutions to their issues.
• Strong critical thinking skills to find effective solutions to any issue that arises.
• Has exceptional reading comprehension and attention to detail, which allows to communicate clearly and effectively.

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.

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 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 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. 

#LI-OO1

Location:This role is fully remote; based within the Philippines

Anticipated Schedule:Schedules can vary and will include both weekday and weekends. This role is based in the Philippines and is overnight.

The Support Specialist role is focused on executing recurring tasks and maintaining a standardized workflow within the organization. Excellent communication skills and the ability to assess problems effectively are essential for this role. As a Support Specialist, your primary responsibility is to ensure the smooth operation of day-to-day activities and carry out specific project-related tasks as directed by the Portfolio team. Additionally, you can expect to create bulk communications for guests, respond to teams and partners via Slack, and triage housekeeping and maintenance requests while tracking their progress. Furthermore, the specialist follows recurring processes such as managing room blocks, handling lost and found items, and conducting quality assurance inspections.

A typical schedule for this role is based on business needs in your portfolio, sometimes including weekends and holidays, as we are in the hospitality industry. 

Unleash your career potential at Kasa

We're building a tech-enabled global hospitality brand that unleashes the potential of liveable space. Hospitality is at the core of who we are, and we are committed to providing our teams the same care we give our guests, neighbors, and partners.

Required Qualifications

• Tech Savvy:Comfortable and competent using software applications, operating systems, online communication platforms and web-based search tools effectively. 

• Hall of Fame Host Communicator:Provides clear and concise responses and directions both verbally and in writing to facilitate inter-departmental communications with various teams and assist with ongoing portfolio projects and tasks.

• Quality Control Leader:Facilitates quality checks across building functions and identifies areas for improvement.  Documents findings in a report for team use to ensure that Kasa products and services meet or exceed established quality standards and customer expectations.

• Reliable:Consistently arrives to work on time and willingly works the hours required, including on nights, weekends, and holidays and has the flexibility to be on-call to address time-sensitive guest needs.

• Collaborative:Works effectively through joint effort, cooperation and shared responsibility with portfolio partners to achieve desired operational outcomes. Contributes ideas for areas of improvement and participates in making collective decisions

• Smooth Operator:Maintains operational effectiveness using SOPs and approaches problem resolution with confidence, empathy, and creativity

• Process Minded:Executes established processes and workflows with precision. Surfaces breakdowns or deficiencies that negatively impact operational performance.

• Change Agent:Adapts to change with some support, maintaining a positive, can-do attitude. Participates in the implementation of changes with internal team and external service providers.

Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Expected Results

• Role Objective 1:Drive quality outcomes through increased guest satisfaction and company metrics. 

  • Key Initiative:Identify and communicate guest issues to the onsite team.

  • Key Initiative:Track building-related maintenance items, and escalate issues to meet our standard SLAs.

  • Key Initiative:Coordinate the preventative maintenance program.

• Role Objective 2:Complete tasks that driveproductivity within the operation.

  • Key Initiative:Optimize the prioritization of Housekeeping and Maintenance tasks 

  • Key Initiative:Provide routine feedback to vendors, to negate common issue trends reported by guests.

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???? The Pay

The starting base pay range for this role is between$6 and $8 and is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified in the future. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits.

Benefits

• ???? Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees are able to work from anywhere!

• ✈ Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a discount on any night for friends and family.

• ???? Competitive Salary: We offer a total compensation at or above market rates plus additional earning opportunities based on the position.

• ⭐ Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!