Clerky
Customer Operations & Writing Specialist
1mo ago
Remotehelp deskempathywritten communicationremote worksoftware debuggingcustomer supportdetail-orientedfeedback reception
As a Customer Operations & Writing Specialist at Clerky, you will provide world-class service to startup founders, investors, and attorneys by managing customer communications and support related to legal paperwork for startups. Clerky is a profitable, remote-first company focused on helping high-growth technology startups with formation, hiring, and fundraising.
About the company
- Here at Clerky, we build software to make legal paperwork easier for startups and their attorneys.
- We're profitable and growing sustainably.
- We're the most popular way for high-growth technology startups to form, and are also used by many top-tier startups for hiring and fundraising.
About the product
- Clerky software helps startups and their attorneys complete critical legal paperwork, often on tight timelines.
- The company succeeds primarily through word-of-mouth and is highly customer-centric with strong satisfaction ratings.
Responsibilities
- Writing thoughtful and empathetic replies to customer emails using our help desk software, Help Scout.
- Writing and maintaining help center articles, and identifying topics for new articles based on customer inquiries.
- Working with our engineering team to debug software issues our customers encounter.
- Using our software to develop and manage new ways for our customers to complete legal paperwork.
- Assisting product team by testing new features and bug fixes, and conveying customer feedback.
- Spotting trends in customer issues that other team members should be alerted to.
Requirements
- Genuine love for helping people.
- High emotional intelligence.
- Logical / analytical thinker.
- Exceptional written English communication skills, including the ability to write precisely and succinctly.
- Extremely detail-oriented.
- Comfort with working remotely and independently.
- Technologically savvy - confident in ability to use new software without training.
- Appreciation for giving and receiving feedback often (several times a day).
- Natural internal motivation to constantly strive for excellence in everything you do.
Conditions
- This is a 100% remote position allowing work from home or anywhere else.
- We offer top-of-market compensation and benefits, reasonable hours, and reasonable customers.
- No legal experience or background is necessary or preferred.
- Clerky has been remote-first for many years and values efficient, autonomous, respectful, open, and collaborative work culture.
- Flexible schedules with adequate team coverage.
- Budget for books, courses, tools, or educational resources to support growth.
- Team members are trusted to know what helps them be most productive.
Other
- Our success depends on handling nuanced and specialized customer questions requiring intense focus and iterative feedback.
- The role involves constant learning and craftsmanship in writing customer responses.
- Often there are no definitive answers for customer questions; the goal is to equip customers with information to figure out the right answer.
- We may use AI tools to support parts of the hiring process, but final decisions are made by humans.