Head of Customer Support

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 the Fortune 500 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 Head of Customer Support to join our Organization Revenue team. The person in this role will oversee the Support team's strategy and operations ensuring accurate, fast and empathetic service across all customer interactions while building and developing a team with a high-performance, Grammarly-first culture.

Your impact

This Head of Customer Support role offers a unique opportunity to lead and innovate in delivering exceptional customer experiences at a company that's been at the forefront of AI for nearly a decade.

You'll have the chance to shape the vision and strategy for customer support, directly impacting customer satisfaction and loyalty and expanding product usage across the world.

Your leadership will drive the growth and development of a mission-driven and dedicated team, fostering a culture of operational excellence.

This role is not just about solving problems; it's about anticipating current and future customer needs, leveraging insights to influence product and service enhancements, and setting new standards in customer engagement.

You will be at the forefront of customer obsession within the company, making a significant impact on our customers’ success and Grammarly’s growth.

As Head of Customer Support, you will :

• Design and implement customer support strategies aligned with company OKRs, balancing B2C nuances (high volume, individual customers) and B2B expectations (long-term relationships, SLAs) while driving company-wide visibility on critical priorities, risks, and planned mitigations.
• Expand and lead the Support team to meet evolving business needs with strong judgment. Executing effective and lasting change management that results in a broad understanding of decisions among team members.
• Set and monitor KPIs for service quality, response times, and customer satisfaction ensuring the achievement of goals in all layers of the team.
• Optimize processes that gather, analyze, and respond to customer feedback while continuously driving product and service improvements.
• Work closely with the Engineering, Product and Design, Sales and Marketing teams to ensure a unified and cohesive customer experience.
• Leverage state-of-the-art tools and technologies to streamline operations and enhance customer interactions.
• Handle escalated customer issues, ensuring satisfactory resolutions aligned with Grammarly’s EAGER values and MOVE principles.
• Utilize customer interaction data to identify trends, predict needs, and inform strategic decisions within and across functional teams.
• Oversee the Support team's budget, ensuring efficient resource allocation and ongoing investments with clarity on expected and achieved ROI.
• Ensure the team adheres to industry standards and regulations and maintain ongoing professional development.
• Within your first 30 days : You will get up to speed on Grammarly's vision, strategy, team, and culture while establishing strong working relationships with leaders across the following teams : Organization Revenue, Engineering, Product and Design.

You will also take on and complete one high-impact project, including streamlining new B2B customers’ onboarding.

By month three : You will fully own the Support team's goal-setting and performance management, ensuring entrepreneurship, accountability and teamwork.

Since team growth will remain a key priority for Support, accelerating hiring as measured by time-to-hire. The 2024 performance review process will likely coincide with this milestone.

Since the process has been enhanced, owning and communicating it to the Support managers will be a key accomplishment.

By month six : Given broadening and deepening partnerships within the Organization Revenue team and across functions such as Engineering, Product & Design, bring to completion 3 4 high-impact cross-team integration projects.

Support the team’s growth and upleveling.

By year one and beyond : You will leverage strengthening company-wide relationships to drive significant and ongoing operational improvements for Support and other teams.

Entrepreneurially initiate new efforts that drive net-new impact for users worldwide and across Grammarly. Mentor a growing cohort of team members across cross-functional teams to level up professional talent at scale across the company.

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 4 weeks per quarter, traveling if necessary to the hub where the team is based.
• Has led a 100+-person Support department in Enterprise SaaS and has a track record of developing and retaining outcomes-driven teams.
• Excels in strategic thinking and problem-solving, with a keen focus on professional service orientation to enhance customer satisfaction and loyalty at scale.
• Demonstrates excellence in team leadership and performance management, committed to cultivating a culture of continuous improvement and team-wide well-being.
• Possesses superior communication skills and the ability to coach effectively, ensuring clarity and empathy in all interactions while fostering team member development.
• Has a proven track record in change management and cross-team leadership, capable of guiding seamless transitions and collaborative success driving expansion of the company’s presence in Enterprise accounts in partnership with Solutions Engineering and Customer Success.
• Brings robust business acumen combined with an entrepreneurial spirit, driving innovation and instilling a sense of accountability and teamwork within their team and across the organization.

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.