Pittsburgh-based Duolingo is hiring an Operations Specialist with a background in Linguistics or TESOL and proficiency in Japanese or Chinese for its English test.
We’re seeking an experienced candidate to assist with our proctoring, client engagement, and customer support processes for the Duolingo English Test. Our ideal person has a broad range of experiences from supporting a workforce of remote contractors to ensuring that operational quality, communication, and security are top priorities.
Primary Responsibilities:
Oversee workflow and process for assessment proctoring
Establish and maintain best practices and quality assurance protocol
Support relationships with outside agencies and institutions
Recruit, hire, train, and support a remote labor force
Expertly handle proctoring and customer support escalations
Be the determining factor for test certification decision appeals
Work closely with product team, engagement team, and leadership to ensure that all service level agreements are met
On a rotating basis, be on-call on weekends/evenings
Desired Skills & Qualifications:
At least 2-3 years of experience in a comparable operational support role including B2B and B2C customer / client support
Excellent interpersonal communication and organizational skills
Experience in an ESL classroom or testing center
Experience supporting and scaling remote workforces -- specifically contractors
Familiarity with customer service platforms (such as Zendesk), and CRMs (such as Salesforce)
A strong interest in education, culture, and language
An ability to quickly learn and master the latest technologies and native back-end systems
Skills commensurate with a bachelor’s degree or higher in business, linguistics, TESOL, education or a related field
