About the Company
Duolingo is the world’s most popular language-learning platform, with over 500 million registered users. We are a mission-driven company, passionate about providing free, fun, and effective education for everyone. We believe in harnessing technology to make learning accessible and engaging, fostering a global community of learners. Join us in shaping the future of education!
Job Description
Are you passionate about helping young learners succeed and thrive in an online environment? Duolingo is seeking an empathetic and tech-savvy Online Customer Success Specialist to support our cohort of 16-year-old users leveraging our SaaS platform. In this role, you will be the primary point of contact for our younger demographic, ensuring their learning journey is smooth, engaging, and successful. You’ll address inquiries, provide guidance on platform features, troubleshoot technical issues, and gather valuable feedback to enhance their experience. This is a unique opportunity to directly impact the educational growth of teenagers globally, working within a dynamic and innovative EdTech company.
Key Responsibilities
- Serve as the primary point of contact for 16-year-old users, providing timely and empathetic support via chat, email, and potentially video calls.
- Guide users through platform features, troubleshooting common issues, and offering best practices for optimal learning outcomes.
- Proactively engage with users to understand their challenges and successes, gathering feedback to inform product development.
- Collaborate with product, engineering, and content teams to resolve complex issues and advocate for user needs.
- Develop and maintain a deep understanding of Duolingo's SaaS offerings and educational methodologies.
- Monitor user engagement and identify opportunities for proactive intervention to prevent churn and promote retention.
- Maintain accurate records of user interactions and resolutions in our CRM system.
Required Skills
- Excellent written and verbal communication skills with a proven ability to connect with and understand teenage users.
- Strong problem-solving abilities and a knack for simplifying complex technical information.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and online communication tools.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Deep understanding of online learning platforms and SaaS models.
- A genuine passion for education and helping young individuals achieve their goals.
Preferred Qualifications
- Bachelor's degree in Education, Communications, Marketing, or a related field.
- Experience working with youth or in an educational support role.
- Fluency in a second language (e.g., Spanish, French, German) to support diverse user base.
- Familiarity with EdTech trends and youth digital engagement.
Perks & Benefits
- Competitive salary and stock options.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and flexible work arrangements.
- Opportunities for professional development and continuous learning.
- Access to premium Duolingo features.
- A vibrant and inclusive company culture focused on impact.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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