Customer Support at Clockwise (View all jobs)

San Francisco

Go to Market

 

Clockwise is currently working & interviewing candidates remotely. We are actively hiring for this position and will review your application. 

Who we are

Clockwise is an intelligent calendar assistant that frees up your time so you can work on what matters. We use an agentive technology approach to AI to understand your work / life commitments and automatically organize your calendar to help you focus on your priorities. Clockwise creates uninterrupted blocks of time within the boundaries of your work week to get core work done by actively managing complex intra & inter-team scheduling, double bookings, meeting room management, and so much more. Calendars are broken and aren't helping people do their best work. At Clockwise, we make your calendar work for you.

We're proud to have the backing of premier investors such as Accel and Greylock Partners. Our team has decades of experience from places like Twitter, Asana, Salesforce, Dropbox, Palantir, and Google. Join us as we help the world make time for what matters.

The role

We’re looking for a curious and customer centric individual to be the first member of our Customer Support team to enable Clockwise users to work better and more efficiently through our self-serve channels. The goal of the Customer Support team is to provide best in class support by answering questions, collecting feature requests, resolving bugs, ensuring our knowledge base is intuitive and up to date, and above all else, educating users on how to maximize their Clockwise experience. 

As the founding member of this team, the ideal candidate is extremely self motivated as we will rely on you to quickly become a product expert and serve as an internal customer advocate.  You will have the autonomy to suggest internal process improvements, function as a liaison between the product team and our customers, and implement ways to track critical qualitative and quantitative feedback from support tickets that will help inform the product roadmap. 

What you’ll do

  • Respond quickly and accurately to customer inquiries, acting as first point of contact
  • Go beyond simply answering user questions – proactively offer best practices, tips and tricks that will increase customer usage of Clockwise
  • Investigate and troubleshoot bugs to the best of your ability before escalating them to the engineering team
  • Own and manage bug prioritization and escalation process with product team
  • Execute security reviews for prospective new customers within the required SLA
  • Track quantitative and qualitative feedback from support tickets and communicate areas of opportunity for improved customer experience to Design and Product teams
  • Identify and act on opportunities to increase the efficiency of support process and protocol
  • Maintain knowledge center, updating or writing new articles as Clockwise evolves
  • Partner closely with Sales and Customer Success to uplevel critical needs or trends of premium customers

About you

  • 2 years prior SaaS customer support experience
  • Excellent written and communication skills
  • Genuine passion for making customers feel happy and understood
  • Interest in troubleshooting and problem solving
  • Process oriented with a strong technical aptitude and interest
  • Motivated self starter with attention to detail, you can opportunistically find your next project and see it through
  • Deep sense of empathy for technology users
  • Proficiency with Zendesk or similar support ticketing system required 
  •  Experience with Asana, Zapier, Terminal or Javascript console a plus

Work location

The Clockwise HQ is in the South of Market neighborhood of San Francisco; 3 minutes from CalTrain & 10 minutes from BART. 

What we offer (non-exhaustive)

  • Competitive total compensation package with generous equity
  • Premium medical, dental and vision plans
  • 401(k) plan
  • Commuter & wellness stipend
  • Daily team lunches, kitchen stocked with snacks
  • Company happy hours, social events, and outings

In the Press

The New Yorker - Cal Newport, “Can Remote Work Be Fixed?”

The Wall Street Journal - Joanna Stern, “Living the Coronavirus Work-From-Home Life? Here Are All the Tech Tips You Need”

Forbes - H.V. MacArthur, “Effective Time Management While Working Remotely During The COVID-19 Pandemic”

TechCrunch - Lucas Matney - “Accel & Greylock-backed Clockwise launches an AI assistant for Google Calendar”

What drives Clockwise

Empathy - we work to fully understand our customers and teammates, especially when we disagree 

Authenticity - we speak openly and candidly while embracing our teammates’ individuality

Focus - we spend our time deliberately and don’t wait to do the things that matter

Drive - we relentlessly pursue success and aren't afraid to get outside our comfort zone

Curiosity - we seek out opportunities to learn and continuously question how we can improve

Enthusiasm - we love what we do and are excited to share it with the world

 

Clockwise is looking to build a diverse team of individuals that share our core values.  If these values resonate with you, please apply below or email us at careers@getclockwise.com.