New Initiatives Support Lead (User Support) - Duolingo | New Day Jobs (Yangon, Myanmar)

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Duolingo
Remote (Asia Time Zone Permitted)

New Initiatives Support Lead (User Support)

Job Expired

New Initiatives Support Lead (User Support)

Duolingo
Salary : Login to view salary Job Expired
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills : Leadership  Customer Support  product management 
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

New Initiatives Support Lead

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 most popular language-learning application in the world, with over 500 million users and over half a billion exercises completed daily. Beyond our core learning product, we have entered into literacy with Duolingo ABC and English proficiency testing with the Duolingo English Test.

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 the New Initiatives Support Lead, you’ll be Duolingo’s link between our New Initiatives teams and their support communities. Currently our New Initiatives teams include Duolingo for Schools and Duolingo Events.

Duolingo for Schools is a free, learner-centered platform designed to facilitate additional world language learning in classrooms by enabling teachers to roster students, create assignments, and view student activity. Duolingo Events are relaxed online gatherings for learners to practice speaking a language together, make mistakes, and have fun with fluent hosts.

You’ll help lead and grow our support operations, ensure that users around the world have the help they need to use Duolingo effectively, and advocate for their needs internally. This is an incredible opportunity for an experienced community support leader to have a tangible impact on global educational access.

Responsibilities:

  • Stay up-to-date with New Initiatives team products, as well as with each team’s process and the impact that team decisions may have on support needs
  • Implement and/or improve support tooling for New Initiatives teams
  • Develop support processes and ensure these are working effectively, conduct training and quality audits for our support team contractors, handle escalated issues, and help troubleshoot new bugs as necessary
  • Hire and manage support team contractors
  • Ensure relevant Help Center content is up-to-date and that new help resources are added as necessary
  • Compile and distribute regular reporting to new Initiatives teams that contribute to product decision-making and development
  • Compile and send out periodic reports to ensure that the company at large is kept updated about relevant trends and community sentiment
  • Identify opportunities to implement improvements on a continual basis

Qualifications:

  • Experience in customer support, preferably in a leadership role. Keeps updated on the latest industry best practices
  • Experience working closely with product teams at a tech company
  • Excellent written communication, which you can adapt for a variety of online audiences
  • Comfort working both autonomously and within defined structure
  • Ability to own a problem or goal, identify the path to success, and execute on it
  • Excited about designing high-quality community support processes and coming up with creative solutions to tricky problems
  • Proficiency with Zendesk, Slack, Jira, and/or other online support tools
  • Experience directly managing a team of (internal or external) support agents, including reporting on support metrics
  • Project or product management experience
  • Experience working with younger users and/or COPPA
  • Familiarity with current online privacy laws and trends
  • Comfort understanding and interpreting standard business analytics

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