Customer Operations & Writing Specialist

Clerky, a company dedicated to streamlining legal documentation for nascent businesses and their legal counsel, is seeking an individual to join their globally distributed team. As a profitable and sustainably growing entity, Clerky has established itself as a premier platform for high-growth technology startups, facilitating their formation, hiring processes, and fundraising efforts. Their commitment to exceptional customer service, which is a cornerstone of their word-of-mouth success, has resulted in remarkable customer satisfaction ratings. This role is integral to maintaining that high standard, acting as a primary point of contact for a diverse user base including founders, investors, and attorneys who rely on Clerky for time-sensitive legal work.

The Role at Clerky

This position is more than just responding to queries; it’s about embodying the voice and values of Clerky. You'll be interacting with thousands of individuals navigating critical legal milestones, often under pressure. The ideal candidate will possess a deep-seated empathy and a logical mindset, translating complex or frustrating situations into clear, actionable, and reassuring communications. Being remote-first for many years, Clerky fosters an environment of autonomy, efficiency, and mutual respect. In this small but impactful team, your contributions will be highly visible and valued.

Your day-to-day will involve a blend of customer support, content creation, and product insight. Specifically, your duties will include:

• **Customer Communication:** Crafting thoughtful and empathetic responses to customer inquiries via email, utilising their help desk software. This requires not only excellent writing skills but also a genuine desire to assist and resolve issues efficiently.
• **Knowledge Base Development:** Writing and maintaining articles within the company's help centre. A keen eye for identifying recurring customer questions will be essential for proactively creating new content that empowers users and reduces future support needs.
• **Technical Support & Feedback:** Collaborating with the engineering team to diagnose and resolve software issues encountered by customers. This involves not just reporting problems but actively working towards solutions.
• **Product Enhancement:** Utilising the Clerky software to explore and develop new functionalities that simplify legal paperwork completion for clients.
• **Quality Assurance:** Assisting the product team by rigorously testing new features and bug fixes, and providing invaluable customer-centric feedback.
• **Trend Analysis:** Identifying and flagging emerging patterns in customer concerns and queries to inform other team members and guide strategic improvements.

What You'll Bring

Clerky is looking for individuals who demonstrate a genuine passion for assisting others and possess a high degree of emotional intelligence. A strong analytical and logical approach to problem-solving is paramount. Exceptional written communication skills, characterised by precision, clarity, and conciseness, are non-negotiable. The ability to maintain meticulous attention to detail, even when dealing with numerous competing demands, is crucial.

This role requires comfort and proficiency in a remote work environment, demanding a high level of self-motivation and the ability to work independently. Technological savviness is a must; you should be confident in your ability to quickly learn and master new software without extensive training. Furthermore, an appreciation for frequent feedback, both giving and receiving, is vital for personal and team growth within Clerky's dynamic culture. Finally, an intrinsic drive to excel in all endeavours will be key to thriving in this customer-centric operation.

In South Africa, roles that blend customer operations with content creation and technical support can be found across various sectors, particularly within the fast-paced tech and fintech industries. While specific remuneration varies greatly, such positions often offer competitive salaries reflecting the demand for strong communication and problem-solving skills. Career progression might involve specialising further in customer success, technical writing, or even moving into product management, given the exposure to product development and user feedback inherent in this role. Employers often value individuals who can adapt to remote work and contribute proactively to a company's growth and customer satisfaction.

• 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 - you should be confident in your ability to use new software without training
• Appreciation for giving and receiving feedback often (often several times a day)
• Natural internal motivation to constantly strive for excellence in everything you do