Customer Operations Specialist (Remote OK) at Clyde

| Greater NYC Area
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What's Clyde

Clyde is an end-to-end product protection platform that is re-thinking the way retailers increase loyalty and drive revenue, and the way customers manage their purchases. We are tackling the $50B per year extended warranty market and becoming the de facto solution in the space by leveraging an intense focus on product, design, and customer experience. Clyde delivers product protection plans directly to consumers as they shop, owning the relationship from purchase to claim submission to resolution. We know that the relationship between retailers and their customers is far from over after checkout, so we’re building products to deliver value at every stage of this relationship.

As a part of our growing, Support team, you’ll spend most of your time interacting directly with our users and ensuring that they have a stellar Clyde experience. Support team members can grow to specialize in focus areas like Customer Success, Implementations, sales, and product.

What you’ll do:

  • Spend the majority of your time interacting with users by email and occasionally by phone.
  • Help optimize our internal and external documentation and processes surrounding a host of products and services.
  • Work closely with other teams to improve our product offerings and messaging around new products.
  • Spend some time analyzing our processes and instigating changes to help scale our operations.
  • Gain unique insights into how businesses on Clyde scale and operate.
  • Have an opportunity to learn how Clyde operates from the ground up and make a real impact on the future of the organization.

Requirements

This position is for you if you...

  • Are a driven recent college/university graduate excited to cut your teeth in a fast-paced, high-growth startup environment.
  • Enjoy writing, and doing so quickly and clearly (you need to be fluent and highly proficient in English).
  • Enjoy talking about technical concepts, have great analytical skills, and will be comfortable explaining how Clyde works to a range of audiences.
  • Can empathize with users and quickly grasp the issues they’re facing.
  • Enjoy the puzzle of solving open-ended problems.
  • Love constantly learning about a changing technical product, even when it’s a little out of your depth.
  • Enjoy leveraging data to make decisions and get to the root cause of customer needs
  • Are happy to take on new projects, which can sometimes involve quickly researching to become a subject matter expert while seeing things through to completion.

What we look for

  • Experience in eCommerce, retail, hospitality
  • Knowledge of eCommerce tools (Shopify, SFCC, BigCommerce) and technical verbiage (APIs, ERPs)
  • Strong desire to work directly with a founding team to scale a product with great product-market fit
  • Strong EQ, the ability to listen with empathy, and communicate effectively

Benefits

Who are we?

Clyde is a product and design led organization founded in 2017 in NYC by a customer-obsessed team of designers, engineers, operators, and successful former founders. We have partnered with some of the top investors in the world to help us achieve our vision.

Why should you join us?

Clyde is building an incredibly thoughtful suite of products with enormous potential. We are a highly resourceful, motivated, and collaborative team, and we value diversity of all kinds. We hold ourselves to the highest standards. All members of our team will have ample opportunities for professional growth, plus, we offer competitive salaries and equity packages, health insurance, unlimited time off with a mandatory 10 days, a vacation fund, and a creative culture. We are building a really exciting company and can’t wait for you to join us.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Koa.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • SalesforceCRM

Location

579 Broadway, New York, NY 10012

An Insider's view of Clyde

What’s the vibe like in the office?

I look forward to coming into the office everyday. I’m always walking into a positive environment filled with high energy. The people here make work enjoyable. We hype each other up and celebrate every success and win, and always come up with fun activities to do as a company. Everyone who is here wants to be here, and it really shows.

Maddy

Business Development Representative

What does your typical day look like?

My day begins by going through various reports or running database queries to highlight changes in the last 24 hours. Then I join the engineering standup. After that, my day varies greatly depending on current projects and company priorities, which I love. And no-meeting-Wednesdays are my favorite, as I get to really focus on long term projects.

Monika

Director of Data Science & Analytics

What does career growth look like on your team?

Resourceful builders with a lot of horsepower will always have a path towards ownership at Clyde. As we scale the size and complexity of the business, opportunities for career growth will always be present, and we will work with all our team members to get them into positions where they are leading, learning and growing.

Jereme

Chief Operating Officer

How do you make yourself accessible to the rest of the team?

No amount of “office hours” or “1-1s” will promote a culture of someone being able to approach leadership to throw out some crazy idea or call you out on where you can improve. It starts with being yourself and making people comfortable. I’m accessible to the team because everyone knows I’ll never turn a spontaneous conversation away.

Brandon

Chief Executive Officer

How do you collaborate with other teams in the company?

One thing I value about working at Clyde is the truly collaborative environment. In Marketing, I have the opportunity to work with almost every team at Clyde. We set quarterly OKRs as a company (and review them over pizza and beer), and these goals inform each team’s priorities. This keeps us aligned and working together, towards a common goal.

Maddie

Director of Marketing

What are Clyde Perks + Benefits

Clyde Benefits Overview

Clyde is building an incredibly thoughtful suite of products with enormous potential. We are a highly resourceful, motivated, and collaborative team, and we value diversity of all kinds. We hold ourselves to the highest standards. All members of our team will have ample opportunities for professional growth, plus, we offer competitive salaries and equity packages, health insurance, unlimited time off with a mandatory 10 days, a vacation fund, and a creative culture. We are building a really exciting company and can’t wait for you to join us.

Culture
Volunteer in local community
On Election Day 2020, Clyde is encouraging the team to spend their day volunteering in their local community.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Team Clyde has participated in monthly facilitated trainings in order to combat conscious and unconscious biases, develop hiring practices that promote diversity, and foster an inclusive culture.
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Clyde hosts outdoor, socially-distant happy hours once a month so the team can stay connected while working remotely.
Pet Friendly
Fitness Subsidies
Home Office Stipend for Remote Employees
Clyde offers a generous home office stipend to all new hires to ensure they're able to work remotely as comfortably as possible.
Professional Development Benefits
Lunch and learns
Clyde hosts lunch and learns as part of our weekly all-team meetings. Topics range from how our product development process works to how finances and fundraising work at a startup.
Cross functional training encouraged
Promote from within
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