About the Role
Title: Senior Customer Support Manager, Duolingo English Test
Location: Pittsburgh, PA
JobDescription:
Our mission at Duolingo is to develop the best education in the world and make it universally available. But weve got more left to do and thats 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.