Customer Support Specialist, Learning App (Contract)

Duolingo; Ireland; Remote; EUR 34,000 - 44,000; Part time

Job summary

Duolingo, Inc. is seeking a customer support contractor for the Learning App Support team, working from November 16, 2026 through July 31, 2027, with up to 40 hours per week on a flexible schedule.

You'll resolve learner tickets in Zendesk, meet SLAs of 5 tickets per hour, escalate when needed, and deliver a closing handoff by July 31, 2027.

Qualifications

• 2+ years of customer support experience.
• Written fluency in English suitable for learner-facing replies.
• Experience with Zendesk or a similar ticketing system.
• Clear, friendly written communication and good judgment on escalation.

Responsibilities

• Resolve learner support tickets assigned from the Learning App queue in Zendesk.
• Meet service levels: 5 tickets per hour worked with an 80% quality score.
• Escalate tickets outside policy through the documented escalation path.
• Deliver a closing handoff by July 31, 2027 with ticket status summary and recommendations.

Skills

Customer support experience

Written English proficiency

Clear communication

Tools

Zendesk

Job description

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.

About the Role

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

You have...

• 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 elevate or alert

About Duolingo

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!

Duolingo is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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