ABOUT CLERK CHAT:

Clerk Chat’s mission is to make every business conversational. We are achieving this by building the leading messaging application, integrating AI where it matters, and crafting our own telecom infrastructure. It’s big and bold and needs spirited adventurers to join our growing team.
We’ve built Clerk Chat organically into a profitable business over the last 2 years. We’re a team that believes in achieving your highest potential but not at the expense of work-life balance. That’s why we have flexible vacation time, healthy quarterly bonuses, and creative freedom at the forefront. We’re Silicon Valley-based entrepreneurs who have sold companies, gone through the exclusive HF0 AI residency, having previously built teams at Lucasfilms, Samsung, Netflix, DocuSign, and Series B+ Startups.

• Lead and mentor our Support team, with a focus on technical excellence, customer empathy, and professional development.
• Act as a player-coach: lead the team 70% of the time while also directly handling complex issues 30% of the time (e.g., porting or SMS debugging)
• Partner with Engineering and Product to resolve platform issues, improve tools, and automate workflows using AI and other technologies.
• Drive continuous improvement by analyzing support data, identifying patterns, and implementing process and product improvements that reduce ticket volume and increase CSAT.
• Create systems and frameworks to ensure support SLAs are met while maintaining a high standard of quality and thoughtful human support.
• Build and maintain dashboards, processes, and documentation to ensure support insights are surfaced to the broader team.
• Be the voice of the customer internally, flagging product friction, bugs, or opportunities for new features, and representing support in cross-functional planning.
• Design a scalable foundation for a support org that can handle complex issues, emerging AI tools, and future global growth.