Customer Support Specialist, Learning App (Contract)

About the role

Duolingo's Learning App Support team handles help requests from learners using the Duolingo app. It is 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, with an estimated effort of up to 40 hours per week on a flexible schedule.

Key responsibilities

• Resolve 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 (for example 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.

Required profile

• 2+ years of customer support experience.
• Written fluency in English, at a level suitable for learner-facing replies.
• Clear, friendly written communication and solid judgment on when to escalate.

Required skills

• Experience with Zendesk or a similar ticketing system.