Customer Support Specialist, Learning App – Contract

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Address learner support tickets assigned via Zendesk, adhering to Duolingo’s established support policies and macros.

• Achieve the agreed service levels for each set of assigned tickets: 5 tickets per hour worked, maintaining an 80% quality score.

• Elevate tickets that fall outside support policy, such as billing disputes, account security concerns, and bug reports, following the documented escalation process.

• Provide a closing handoff by July 31, 2027, which includes a summary of open tickets, their status, and suggestions for macro or help center updates.

• Assist with support requests related to the Duolingo Learning App from learners.

⛳️ Requirements

• Over 2 years of experience in customer support.

• Proficiency in Zendesk or a comparable ticketing system.

• Written fluency in English, suitable for responses directed at learners.

• Excellent written communication skills that are clear and friendly.

• Sound judgment regarding when to escalate issues.

🏝️ Benefits

• Flexible working hours.

• Engaging and meaningful work.

• Endless opportunities for learning.

• Collaboration with top-tier professionals.