Customer Operations & Writing Specialist

Clerky is dedicated to simplifying legal documentation for burgeoning startups and their legal counsel through innovative software solutions. We are a well-established, profitable company experiencing steady growth. Our platform is the preferred choice for high-growth technology startups for their formation needs and is also widely adopted by leading startups for crucial hiring and fundraising processes.

As a Customer Operations & Writing Specialist at Clerky, you will serve as the primary point of contact for thousands of startup founders, investors, and attorneys. These individuals rely on Clerky to efficiently manage critical legal paperwork, often under demanding deadlines. Our commitment to exceptional, word-of-mouth-driven service is fundamental to our success; we pride ourselves on maintaining outstanding customer satisfaction ratings and fostering a profoundly customer-centric culture.

The Distinctive Nature of Customer Operations at Clerky

A More Demanding Environment. Supporting our clientele presents unique challenges due to the intricate and specialized nature of their inquiries. Excelling in this role demands a high degree of critical thinking regarding written communication and a continuous drive for improvement. This position offers a significant opportunity to develop a deep understanding of startups and startup law.

Unceasing Learning Opportunities. Crafting precise and effective responses to customer queries requires sustained focus and a commitment to intellectual rigor. This role is best suited for individuals who thrive on continuous learning and enjoy tackling complex challenges rather than routine tasks. If you are seeking a position with a predictable learning curve, this may not be the ideal fit. However, for those energized by constant self-development and intellectual stimulation, this role offers immense potential.

Navigating Ambiguity. Many customer questions do not have straightforward answers. Our objective is to empower clients with the necessary information to arrive at their own informed decisions or to understand the limitations in finding a definitive solution. If you prefer an environment where clear-cut answers are always expected, this position might not align with your preferences.

Essential Qualifications

• A genuine passion for assisting others.
• High levels of emotional intelligence and empathy.
• A strong aptitude for logical reasoning and analytical problem-solving.
• Superior written English communication skills, emphasizing precision and conciseness.
• Meticulous attention to detail.
• Comfort and proficiency in working remotely and autonomously.
• Technological fluency, including the ability to quickly master new software without extensive training.
• An appreciation for frequent and constructive feedback, both giving and receiving.
• An inherent drive to pursue excellence in all endeavors.

Our Collaborative Approach

• Clerky has been a remote-first organization for many years, enabling us to cultivate extensive expertise and enjoyment in remote work.
• As a lean team, every individual's contribution is highly valued. We operate with efficiency, autonomy, and mutual respect.
• We foster an environment of open communication and collaboration, dedicated to supporting your success. You will work closely with colleagues to ensure our customers receive unparalleled support and experience.
• We embrace a culture of hard work and trust our team members to manage their productivity effectively. Flexible scheduling is accommodated, provided adequate team coverage is maintained.
• We are invested in your professional growth, offering a dedicated budget for books, courses, tools, and other educational resources to support your development.
• We provide competitive, top-of-market compensation and benefits, alongside significant learning opportunities as you assist our clients through pivotal moments.

Key Responsibilities

• Crafting thoughtful and empathetic responses to customer inquiries via our help desk software, Help Scout.
• Developing and maintaining our help center documentation, identifying new content opportunities based on recurring customer questions.
• Collaborating with our engineering team to resolve software-related issues encountered by customers.
• Utilizing our platform to contribute to the development and management of new legal paperwork solutions for clients.
• Assisting the product team by testing new features and bug fixes, and relaying crucial customer feedback.
• Identifying and escalating emerging trends in customer issues to relevant team members.

This is a fully remote position, allowing you to work from home or any preferred location. We offer highly competitive compensation and benefits, balanced working hours, and a supportive customer base. Prior legal experience is neither required nor preferred.

Artificial intelligence (AI) tools may be utilized to support specific aspects of our hiring process, including application review, resume analysis, and assessment of candidate responses. These tools serve as a supplement to our recruitment team's efforts and do not supersede human judgment. All final hiring decisions are made by our team. For further information regarding data processing, please reach out to us.