Senior Customer Support Manager, Duolingo English Test Job at Duolingo, Remote

YWt2dzF3M0pEUmtqYmtqQXZ1d09VWTB5MGc9PQ==
  • Duolingo
  • Remote

Job Description

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 world's most popular learning app. Beyond our core learning product, we also offer English proficiency testing with the Duolingo English Test, and are bringing new subjects into the Duolingo app, where people can develop their Math and Music skills.

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!

As a Senior Customer Support Manager for the Duolingo English Test, you will play a pivotal role in ensuring a seamless experience for our multi-sided marketplace. Your responsibilities will span across coordination of international contractors, management of support strategies and tools, and contributions to the growth of the DET brand internationally.

You Will...

  • Develop and implement customer support strategies to improve user satisfaction and drive adoption of the Duolingo English Test.
  • Oversee the customer support function, managing budget and communications related to customer support activities.
  • Collaborate with the marketing and engagement teams to align customer support efforts with overall go-to-market strategies.
  • Identify opportunities for improving customer support processes by understanding regional-specific needs, competitive landscapes, and market data.
  • Ensure consistency in customer support experiences across verticals, languages, and countries.
  • Build, review, and share metrics for measuring the efficiency and quality of customer support efforts.
  • Further develop and refine the structure of the customer support team and internal tooling to meet the evolving needs of the Duolingo English Test.

You Have...

  • 8+ years of experience in customer support for a SaaS product, with at least 5 years in a leadership capacity.
  • Proven experience coordinating international contractors and managing remote teams effectively.
  • Willingness to engage with stakeholders in various time zones and as needed.
  • Strong analytical and critical thinking skills to contribute to DET's growth and market presence.
  • Excellent communication and interpersonal skills to build relationships with internal and external stakeholders.

Exceptional Candidates Will Have...

  • Passion for Duolingo's mission of making high-quality language learning accessible to everyone.
  • Experience living and working outside of the US.
  • Familiarity with assessment products and startups.
  • Working proficiency in more than one language.

We invest in and support our Duos! This role is eligible for a robust compensation package of base salary, equity, and Duolingo’s world-class benefits. The starting base salary range for this role is, $68,000 - $150,000. Actual salary may vary based on level, work experience, performance, and other factors evaluated during the hiring process.

We will do everything we can within reason to make sure that your interview takes place in an environment that fairly and accurately assesses your skills. If you need assistance or accommodation, please contact your recruiter.

Take a peek at how we care for our employees' holistic well-being with our benefits here .

Duolingo is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

By applying for this position your data will be processed as per the Duolingo Applicant Privacy Notice .

Job Tags

Remote job, For contractors, Work experience placement,

Similar Jobs

Tasty Pastry Bakery

Night Shift Baker Job at Tasty Pastry Bakery

 ...Tasty Pastry Bakery in Tallahassee, FL is looking for one night shift baker to join our 25 person strong team. The shift runs from 9 pm to 3 am Sunday through Friday night. We are located on 1355 Market St #A5. Responsibilities dough handling operate bread and... 

Interim HealthCare - North Carolina

CNA's and HHA's Up to $22/hour Asheville, NC Job at Interim HealthCare - North Carolina

 ...Home Care, Private Duty and Staffing!Seeking Full Time/Part Time CNA's and HHA's in the Asheville, NC area.Home Care: Evenings/...  ...Interim HealthCare is America's leading provider of home care, hospice and healthcare staffing. We offer one of the most comprehensive... 

Gold Standard Staffing

General Labor Steel Mill $17.00/hr 2nd Shift Flat Rock Michigan Job at Gold Standard Staffing

 ...See all of our positions at General Labor Operations in a Steel Mill Safety Supplies Required/Provided/Entering & Parking/Dress Code/Additional Information/etc.: Steel toed boots required, all other PPE will be provided. Parking in on site Jeans, no shorts... 

University of California Riverside

Standardized Patient Educator | University of California Riverside Job at University of California Riverside

 ...Standardized Patient Educator Job ID: Location: Main Campus - UCR Schedule: 8AM - 5PM Category: Healthcare Salary: $63,037 - $95,881 Full/Part Time: Full-time(100%) Organization: School of Medicine Department: Undergrad Medical Ed Dept... 

The Bergin Group

Real Estate Associate Job at The Bergin Group

 ...enthusiastic team at the Bergin Group ! As trailblazers in the real estate industry, we are dedicated to transforming the dream of...  ...excels in all areas of real estate, including residential and commercial sales, investment properties and 1031 exchanges, lease negotiations...