Customer Support Manager

Our mission at Duolingo is to develop the best education in the world and make it universally available. Its a big mission and thats where you come in!

At Duolingo youll join a team that cares about finding innovative solutions to complex technical problems running countless experiments (300 at a time!) with our massive user base to make data-driven decisions and educating our users and employees alike. Youll have limitless learning opportunities mentorship and collaboration with world-class minds and a variety of projects with large scopes while doing work thats both fun and meaningful.

Join our life-changing mission to develop education for our half a billion (and growing!) learners around the world.

About the role

At Duolingo our mission is simple but ambitious: make the best education in the world available to everyone. As Customer Support Manager II youll help bring that mission to life by making sure learners feel supported valued and empowered every step of the way.

This role goes beyond answering ticketsyoull lead a growing support team scale operations with smart tools (yes AI included!) and partner across the company to ensure millions of learners have a smooth worry-free experience. If youre equal parts strategic thinker empathetic leader and systems builder this is your chance to make a big impact.

You will...

• Develop our Customer Support team building a culture of empathy accountability and continuous growth.
• Track and improve team performance metrics ensuring we maintain world-class support as we scale.
• Use automation and AI to streamline workflows improve efficiency and support a rapidly growing subscriber base.
• Shape our learner communicationsmaking sure every interaction feels clear helpful and human.
• Work with Product Engineering and QA teams to advocate for learners by sharing insights advancing issues and driving resolution.
• Analyze learner feedback and support trends to influence business and product roadmaps.
• Own and execute strategic projects that improve the learner experience and strengthen team operations.
• Rotate into on-call coverage (sometimes evenings weekends or holidayswere a team that shares the load).

You have...

• 5 years of customer support or operations experience with 3 years managing people or global teams.
• Proven success scaling support in a tech or subscription-based company.
• Strong knowledge of CRM platforms (Zendesk Salesforce or similar).
• Familiarity with AI tools and automation in support environments.
• Strong analytical skillsyou can turn data into stories and strategies.
• Excellent communication with the ability to influence teams and stakeholders at all levels.
• A steady hand in fast-paced environmentsyou stay resilient positive and learner-first

Exceptional candidates will have...

• Ability to work full-time from or relocate to Pittsburgh PA.
• Bachelors degree or higher (Masters or equivalent experience preferred).
• Have led remote distributed teams across time zones.
• Have experience in high-growth tech companies.
• Can break down complex processes in ways that are simple (and maybe even fun).