Customer Support Manager

Our mission at Duolingo is to develop the best education in the world and make it universally available. It’s a big mission, and that’s where you come in!

At Duolingo, you’ll 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. You’ll have limitless learning opportunities, mentorship and collaboration with world-class minds, and a variety of projects with large scopes — while doing work that’s 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, you’ll 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 tickets—you’ll 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 you’re 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 communications—making 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 holidays—we’re 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 skills—you 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 environments—you stay resilient, positive, and learner-first

  Exceptional candidates will have...

• Ability to work full-time from, or relocate to, Pittsburgh, PA.
• Bachelor’s degree or higher (Master’s 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).

We post a multi-level salary range for all of our roles.

This is not inclusive of the rest of our awesome portfolio that includes equity compensation and world-class benefits. Our salary ranges are the same for all US locations. Your recruiter can share more details about the range for a specific level during the hiring process. The actual salary within the range is determined by many factors including but not limited to, skills, experience, education, and internal equity.

Salary Range:

$79,900—$130,000 USD

Take a peek at how we care for our employees' holistic well-being with our benefits here.

We will do everything we can within reason to make sure that your interview takes place in an environment that fairly and accurately assesses your skills. If you need assistance or accommodation, please contact [email protected].

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.

By applying for this position your data will be processed as per the Duolingo Applicant Privacy Notice.

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