Associate Customer Support Manager

3407-11-07
Duolingo
Our mission at Duolingo is to develop the best education in the world and make it universally available. But we’ve got more left to do — and that's where you come in!
Duolingo is the most popular language-learning application in the world, with over 500 million users and over half a billion exercises completed daily. Beyond our core learning product, we have also entered into literacy with Duolingo ABC and English proficiency testing with the Duolingo English Test.
We are passionate about educating our users, making fact-based decisions, and finding innovative solutions to complex problems. We offer meaningful work, limitless learning opportunities, and collaboration with world-class minds. Come brighten your life and over half a billion more!
We are hiring an Associate Customer Support Manager to join a world-class company with a world-changing mission. Your main goal will be to deliver outstanding support to ensure a fun and worry-free experience for our learners! This is the ideal role for someone who is interested in improving existing customer support workflows and building an exceptional workforce in a fast-paced, innovative environment. You will be a champion for our users, working cross-functionally with other teams to report bugs and trends in learner feedback. This position requires a strong critical thinker who can help maintain our stellar metrics when supporting our premium subscribers.
You Will...

Monitor metrics to measure overall Customer Support team performance
Assist with ongoing hiring processes for our Customer Support team
Manage ongoing onboarding tasks for our Customer Support team
Build and craft troubleshooting communication for our customers
Manage execution and success of ongoing training programs for our Customer Support team
Track user trends and learner feedback
Work cross-functionally with other teams to track and triage bug reports
Engage our learners via top social media channels
Assist with special projects and have opportunities to take on increased responsibility
Be willing and able to be on call on a rotating basis in the evenings, on weekends, and on holidays

You Have...

Strong interpersonal and problem solving skills
Excellent attention to detail
Highly professional communication skills
Basic familiarity with Duolingo products, such as the Duolingo app and our website.
Ability to navigate and tackle projects independently without sacrificing quality of work
The interest in dissecting technical processes, improving upon them, and making them easily comprehensible by a variety of audiences

Requirements:

Ability to work full-time from or relocate to Pittsburgh, PA
A bachelor’s degree or higher
Experience with CRM tools (i.e. Zendesk)
At least 2-3 years of proven experience

Exceptional Candidates Will Have...

Conversational in French, Spanish, or Portuguese
Experience working in tech
Experience working with remote workforces, especially those spread across multiple timezones


We aim to return to office, and as such are requiring all employees to be fully vaccinated against COVID-19.
Take a peek at how we care for our employees' holistic well-being with our benefits here.