Customer Support Specialist

Hi, we're DuckDuckGo, the online protection company and remote-first team of 300+ on a mission to raise the standard of trust online. Founded in 2008 and profitable since 2014, annual revenue now exceeds $100m USD and millions use our browser on Mac, Windows, iOS, and Android, our search engine, and the DuckDuckGo subscription. Our culture of trust, inclusivity, and empowered project management underpins everything we do, where each team member takes full ownership of their projects, from scoping and execution to postmortem. If you're seeking end-to-end ownership of your work — you've come to the right place!

Working on the Marketing & Communications Functional Team, you will provide customer support primarily through Zendesk for DuckDuckGo subscribers and users with product-related inquiries, maintain our Help Pages, and deliver timely, accurate responses. Recent projects include:

1. Review all existing DuckDuckGo subscription Help Pages, and make recommendations for updates to ensure accuracy and effectiveness.

2. Optimize existing automated responses in Zendesk and create new automations to reduce cost per ticket and time to resolution.

As a Customer Support Specialist, you will handle a high volume of Zendesk tickets, helping to ensure that we meet our defined service-level goals, escalating requests as needed to the appropriate specialists according to documented procedures. You will work efficiently and aim to resolve support requests with a single reply. You will help spot support trends, such as product bugs, outages, etc, from the tickets you handle. You will help identify documentation gaps in our Help Pages to improve their efficacy, and help publish content recommendations updates to fill those gaps. When needed, you will provide occasional community and/or social media support by responding with approved templates.

• 3+ years of customer support for a technical or SaaS product, with experience using Zendesk.

• Comfortable handling a high volume of Zendesk tickets throughout the day, while staying organized, efficient, and composed during busy periods.

• Customer-first communicator who turns input from internal teams into clear, helpful responses and Help Page improvements.

• Collaborate and execute on improvements to Zendesk workflows and Help Pages.

• Familiar with social media management tools to monitor brand mentions and reply to users.

• Familiar with Reddit and comfortable replying to posts.

$65,000 USD annually and stock options. Compensation is identical within professional levels, regardless of geographic location or team. Compensation for each professional level is transparent across the organization.

Our Team Member Support Guide explains how we prioritize your wellbeing including paid parental leave, office setup, and co-working allowances.

Hiring works best when it's a two-way street. Learn how we help you get to know DuckDuckGo, envision your future role here, and find out more about how we hire.

DuckDuckGo provides equal work opportunities to all team members and applicants, and it prohibits discrimination and harassment of any type on the basis of race, color, ethnicity, caste, religion, age, sex (including pregnancy), national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by our policies or federal, state, or local laws.

We want to ensure that our hiring process is accessible. If you need reasonable accommodation for any part of the application process because of a medical condition or disability, please send an email to [email protected] to let us know the nature of your request.

1. You’ll be required to attend meetings on camera via video conferencing

2. Expect to travel at least two times a year: once for our all-hands meetup and again for a team retreat (each around 4-5 days). While extenuating circumstances may impact attendance, everyone is strongly encouraged to attend.

3. While we offer a flexible work arrangement with no core hours, expect an average full-time commitment of 40 hours per week.

4. A successful candidate must pass a background check as a condition of joining the team.

5. By applying for this role, you confirm that all information submitted is accurate and complete. You further acknowledge that providing false or fraudulent information during the application process is cause for denial of an offer, revocation of any existing offer, or other adverse action, up to and including termination after the start of your commencement of work.

Disclosure Statement: Use of AI in Hiring Process

As part of our commitment to enhancing our recruitment process, we utilize artificial intelligence (AI) technology to assist in reviewing and summarizing job applications and test projects, including those tools integrated into our recruitment vendor platforms. We use AI to flag potentially fraudulent applications, analyze and summarize applicants’ experience, interviews, and project performance, and help streamline our selection process.

Key Principles:

1. Data Privacy: All information provided in your application will be handled in accordance with our Recruiting Privacy Policy. We ensure that your personal information is protected and used solely for recruitment purposes.

2. Human Oversight and Accountability: The AI technology is designed to support our hiring team by providing insights and summaries of applications and evaluations of test projects against scoring rubrics. All final evaluations and hiring decisions, however, will be made by our hiring team, who will consider the AI's input alongside other factors.

3. Transparency: We believe in transparency regarding our hiring practices. If you have any questions about how AI is used in our recruitment process, please feel free to reach out to us.

By submitting your application, you acknowledge and consent to the use of AI technology in our review process. If you would like to request an alternative selection process, please contact us as at [email protected]. Thank you for your interest in joining DuckDuckGo!

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