[Hiring] Customer Support Specialist @Duolingo

Role Description

Duolingo’s Learning App Support team handles help requests from learners using the Duolingo app. We’re looking for a customer support contractor for an engagement running from November 16, 2026 through July 31, 2027, to resolve support tickets assigned from the Learning App queue. Work is assigned by the Customer Support Manager. Estimated effort is up to 40 hrs/week on a flexible schedule.

Deliverables

• Resolve the learner support tickets assigned to you in Zendesk, following Duolingo’s published support policies and macros.
• Meet the agreed service levels for each batch of assigned tickets: 5 tickets per hour worked, at an 80% quality score.
• Escalate tickets outside support policy (e.g., billing disputes, account security, bug reports) through the documented escalation path.
• Deliver a closing handoff by July 31, 2027: a summary of open tickets and status, plus any recommended macro or help center updates.

Qualifications

• 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 and solid judgment on when to escalate.

Company Description

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 also offer English proficiency testing with the Duolingo English Test, and are bringing new subjects into the Duolingo app, where people can develop their Math and Music skills.

• 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!