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Customer Support Manager

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Duolingo

9d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Pittsburgh

AI generated summary

  • You have 5+ years in customer support, 3+ in management, strong CRM knowledge, AI familiarity, analytical skills, excellent communication, and can lead remote teams. Bachelor’s degree required.
  • You will develop the support team, track metrics, use automation for efficiency, enhance learner communications, collaborate across teams, analyze feedback, and oversee strategic projects.

Requirements

  • 5+ years of customer support or operations experience, with 3+ years managing people or global teams.
  • Proven success scaling support in a tech or subscription-based company.
  • Strong knowledge of CRM platforms (Zendesk, Salesforce, or similar).
  • Familiarity with AI tools and automation in support environments.
  • Strong analytical skills—you can turn data into stories and strategies.
  • Excellent communication, with the ability to influence teams and stakeholders at all levels.
  • A steady hand in fast-paced environments—you stay resilient, positive, and learner-first.
  • Ability to work full-time from, or relocate to, Pittsburgh, PA.
  • Bachelor’s degree or higher (Master’s or equivalent experience preferred).
  • Have led remote, distributed teams across time zones.
  • Have experience in high-growth tech companies.
  • Can break down complex processes in ways that are simple (and maybe even fun).

Responsibilities

  • Develop our Customer Support team, building a culture of empathy, accountability, and continuous growth.
  • Track and improve team performance metrics, ensuring we maintain world-class support as we scale.
  • Use automation and AI to streamline workflows, improve efficiency, and support a rapidly growing subscriber base.
  • Shape our learner communications—making sure every interaction feels clear, helpful, and human.
  • Work with Product, Engineering, and QA teams to advocate for learners by sharing insights, advancing issues, and driving resolution.
  • Analyze learner feedback and support trends to influence business and product roadmaps.
  • Own and execute strategic projects that improve the learner experience and strengthen team operations.
  • Rotate into on-call coverage (sometimes evenings, weekends, or holidays—we’re a team that shares the load).

FAQs

What is the primary mission of Duolingo?

The primary mission of Duolingo is to develop the best education in the world and make it universally available.

What role does the Customer Support Manager II play in achieving Duolingo's mission?

The Customer Support Manager II helps bring Duolingo's mission to life by ensuring that learners feel supported, valued, and empowered throughout their experience.

What qualifications are required for the Customer Support Manager position?

Candidates should have 5+ years of customer support or operations experience, with at least 3+ years managing people or global teams, along with strong knowledge of CRM platforms and familiarity with AI tools.

Are there any preferred qualifications for exceptional candidates?

Yes, preferred qualifications include the ability to work full-time from or relocate to Pittsburgh, PA, a Bachelor’s degree (Master’s preferred), experience leading remote teams, and experience in high-growth tech companies.

What are some responsibilities of the Customer Support Manager II?

Responsibilities include developing the Customer Support team, tracking performance metrics, using automation to improve efficiency, shaping learner communications, and analyzing feedback to influence business and product roadmaps.

What is the salary range for the Customer Support Manager II position?

The salary range is between $79,900 and $130,000 USD, not including equity compensation and benefits.

Is the role on-call?

Yes, the Customer Support Manager II will rotate into on-call coverage, which may include evenings, weekends, or holidays.

How does Duolingo handle employee well-being?

Duolingo offers a portfolio of world-class benefits to care for employees' holistic well-being.

What is the work culture like at Duolingo?

The culture at Duolingo emphasizes empathy, accountability, and continuous growth within the Customer Support team.

Does Duolingo provide opportunities for career growth?

Yes, the role offers limitless learning opportunities, mentorship, and collaboration with world-class minds within the company.

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Duolingo

Duolingo is the world's most popular way to learn a language.

Technology
Industry
501-1000
Employees
2011
Founded Year

Mission & Purpose

Duolingo is the world’s most popular way to learn a language. Our mission is to develop the best education in the world and make it universally available. Founded in 2011 by Luis von Ahn and Severin Hacker, Duolingo is the most downloaded education app in the history of the App Store and in 2019 became the top-grossing education app worldwide. The app has been awarded Apple's iPhone App of the Year and Android's Best of the Best. Learning a new language used to be expensive; we believe it should be free. Over 1.2 billion people are learning a second language and most of them are learning English to improve their lives. Learning a new language is hard; we believe it can be fun. We use bite-sized lessons that feel like playing a game to keep our learners motivated. With over 500 million learners we have unprecedented data insights on how people learn. Our teams of language learning scientists, machine learning engineers, and AI experts use this data to constantly improve our effectiveness. We’re building a future in which the highest-quality education is accessible to all. Duolingo has raised US $138 million from investors including Union Square Ventures, Capital G (formerly Google Capital), NewView Capital, Kleiner Perkins Caufield & Byers, Drive Capital, Ashton Kutcher and Tim Ferriss.