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!

Your Team and Role

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.

About You

• 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.

Compensation

$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.