Customer Operations & Writing Specialist

About the Role

At Clerky, we develop software aimed at simplifying legal paperwork for startups and their attorneys. As the market leader in startup formation tools, we serve numerous high-growth companies for their hiring and fundraising needs. We are profitable and steadily expanding. As a Customer Operations & Writing Specialist, you will represent the company to thousands of startup founders, investors, and legal professionals who rely on Clerky to complete critical documents often under tight timelines. Our growth is fueled primarily by word-of-mouth; thus, we pride ourselves on exceptional customer service and satisfaction.

Unique Challenges

This role demands high levels of critical thinking and continual refinement in communication, due to the complex and specialized nature of customer inquiries. It offers extensive learning about startups and startup law, requiring intense concentration and a passion for continuous self-improvement. Many queries don't have definitive answers; your role will be to provide information that helps customers determine the best path themselves.

Qualifications

• Strong passion for assisting others.
• High emotional intelligence with analytical and logical reasoning skills.
• Exceptional written communication skills with precision and conciseness.
• Meticulous attention to detail.
• Comfortable working independently and remotely.
• Technologically adept and quick to learn new software tools.
• Open to frequent feedback throughout the workday.
• Self-motivated with a commitment to excellence.

Work Environment & Culture

Our team has embraced a remote-first approach long before the pandemic, emphasizing efficiency, autonomy, collaboration, and mutual respect. Given our small size, each team member's contribution is highly valued. Flexible schedules are supported as long as adequate coverage is maintained. We also provide budgets for educational resources to support your growth.

Key Responsibilities

• Craft empathetic, clear responses to customer emails via Help Scout.
• Create and update help center content, and identify new topics from customer questions.
• Collaborate with engineering to troubleshoot customer software issues.
• Use Clerky's software to develop processes that help customers complete legal paperwork.
• Assist the product team by testing new features and bugs, and communicate user feedback.
• Identify and report emerging customer issue trends.

Additional Information

This position is entirely remote, allowing work from any location. We offer competitive pay and benefits, reasonable working hours, and manageable customer interactions. No prior legal background or experience is required or preferred.

Artificial intelligence tools may assist in the recruitment process to review applications and analyze resumes; however, final hiring decisions reside with human recruiters. For inquiries about data processing, contact us directly.