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.

Our product offering is rapidly expanding, causing us to ship more code, more often. While we doing our best to ship the best code possible, we prioritize being iteratively good over great and sometimes we make mistakes and bugs present themselves.

At the same time, the number of platforms and ecommerce experiences that we’re supporting is growing, our employee base is growing exponentially as well. Common questions about how the product works in practice continue to occur.

We are looking for an experienced and creative technical support specialist who will help us organize and will own our inbox of incoming issues, complaints, and requests. Additionally, this role will be critical in creating self-service documentation and training to help us scale up product knowledge as we scale the team. This position reports to the QA Lead.

Requirements

• Define, measure, and work on improving relative Technical Support Metrics and KPIs
• Come up with a reasonable but clear-cut definition of what constitutes “hotfix" and when we should ship one.
• Come up with a dashboard that will illustrate the current state of the reported issue, time to resolve the most severe of those issues, internal stakeholder satisfaction with the solution, and time to resolve (basically how happy Clyde folks with how Tech/Product solve issues)
• Define severity and priority rubrics for incoming issues and how to triage those
• Come up with a way to document commonly asked questions and provide a self-service tool for users to search for solutions
• Experience with e-commerce platforms such as Shopify and Bigcommerce
• Experience using customer support tools like Zendesk
• Extensive knowledge of JIRA and its Administration
• Hands-on experience with tools like Postman, Postico, Chrome Dev Tools

Candidates with the following experience are highly encouraged to apply.

• Comprehensive understanding of web accessibility and WCAG guidelines
• JIRA Admin certification
• Former QA experience is a plus
• Understanding of REST APIs
• Being able to write and execute SQL queries
• Programming experience with JavaScript, Node, React, Cypress.IO

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. Clyde does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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, and a creative culture. We are building a really exciting company and can’t wait for you to join us.