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Duolingo

Customer Support Specialist, Learning App – Contract

Duolingo

. Resolve learner support tickets assigned in Zendesk, following Duolingo’s published support policies and macros .

Posted 11/9/2026contractRemoteJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support with a focus on ticket resolution using Zendesk, ensuring high-quality communication and effective escalation processes. Proficient in managing learner support requests while maintaining service level agreements.

Highest-signal resume keywords
Customer Support ExperienceZendesk ProficiencyWritten Fluency In EnglishClear Written CommunicationJudgment On Escalation

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills
Clear CommunicationFriendly InteractionJudgment
Tools & Technologies
Zendesk
Industry Keywords
Learner SupportSupport PoliciesTicketing SystemQuality ScoreEscalation Path

About the role

Key responsibilities & impact
  • Resolve learner support tickets assigned in Zendesk, following Duolingo’s published support policies and macros
  • Meet agreed service levels for each batch of assigned tickets: 5 tickets per hour worked, at an 80% quality score
  • Escalate tickets outside support policy, such as billing disputes, account security issues, and bug reports, through the documented escalation path
  • Deliver a closing handoff by July 31, 2027, including a summary of open tickets and status and recommended macro or help center updates
  • Work on Duolingo Learning App support requests from learners

Requirements

What you’ll need
  • 2+ years of customer support experience
  • Experience with Zendesk or a similar ticketing system
  • Written fluency in English, at a level suitable for learner-facing replies
  • Clear, friendly written communication
  • Solid judgment on when to escalate

Benefits

Comp & perks
  • Flexible schedule
  • Meaningful work
  • Limitless learning opportunities
  • Collaboration with world-class minds