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 also 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!

We are hiring an Operations Manager to join our Duolingo English Test team and work out of the Pittsburgh office. This is an ideal role for someone with customer support management experience who is passionate about leading and scaling a global contractor workforce in a fast-paced environment. Your main goal will be to deliver outstanding support to ensure a positive experience for our international test takers.

You Will...

• Monitor metrics to measure overall Customer Support team performance
• Assist with hiring processes for our Customer Support team
• Handle onboarding tasks for our Customer Support team
• Maintain Customer Support agent schedules to ensure sufficient live chat and email coverage
• Build and craft troubleshooting communication for our test takers
• Manage execution and success of training programs for our Customer Support team
• Document Customer Support policies and processes
• Lead quality assurance program to optimize Customer Support team efficacy and efficiency
• Track user trends and feedback
• Work cross-functionally with other teams to report and resolve critical issues
• Assist with special projects and have opportunities to assume increased responsibility
• Be willing and able to be on call on a rotating basis in the evenings, on weekends, and on holidays

You Have...

• Strong interpersonal and problem solving skills
• Excellent attention to detail and organizational skills
• Highly professional written and spoken communication skills
• Strong process management skills
• Engaging people leadership skills
• A passion for making education accessible to all

Requirements: (5 max)

• 2+ years of customer support team management or lead experience
• A bachelor’s degree or higher
• Experience with CRM tools (i.e. Zendesk), including automations and reporting
• Familiarity with G Suite products, particularly Google Sheets, Google Docs, and Google Slides
• Ability to work full-time from or relocate to Pittsburgh, PA

Exceptional Candidates Will Have...

• Experience leading large, remote contractor teams
• Experience serving international customer bases
• Proficiency in Spanish, Mandarin, or an Indian language

We will do everything we can within reason to make sure that your interview takes place in an environment that fairly and accurately assesses your skills. If you need assistance or accommodation, please contact your recruiter.

We aim to return to office, and as such are requiring all employees to be fully vaccinated against COVID-19.

Take a peek at how we care for our employees’ holistic well-being with our benefits here.