Product Support Operations Specialist

Title: Product Support Operations Specialist

Location: Remote

Department: Product Operations

Job Description:

Role & Responsibilities 

Reporting to the Head of Product Support, your primary objective will be to ensure that schools receive timely, accurate, and effective support when using Clarity’s software. As a Product Support Operations Specialist, you will not only help manage and resolve client support inquiries but also strengthen the internal systems and processes that make great support possible. This includes maintaining and optimizing support tools, developing training and knowledge resources, and leveraging data to drive continuous improvement. By building and running SQL database reports, you will provide insights that empower both internal teams and client schools to make better, faster decisions. Your work will directly shape the efficiency, scalability, and quality of Clarity’s support experience.

This role will specifically involve the following responsibilities:

• Monitoring incoming support inquiries across channels and ensuring timely, accurate responses.
• Building contract templates and configuring parts of schools’ platforms as part of the implementation process. 
• Managing and optimizing support tools and workflows to improve efficiency and the client experience.
• Analyzing support trends and documenting recurring issues to share with internal teams for resolution and product improvements.
• Developing and maintaining internal and client-facing support resources, such as knowledge base articles and training materials.
• Building and running SQL database reports to extract, analyze, and present data that supports decision-making and client needs.
• Responding quickly to support inquiries that schools submit and escalating relevant ones to the appropriate internal teams.
• Attending and participating in regular team/company meetings as scheduled.
• Performing other duties as required or assigned which are reasonably within the scope of the duties in this job classification.

Candidate Qualifications

• Experience in external facing product operations roles with a demonstrated ability to work with customers and internal teams to solve problems. 
• Strong analytical and problem-solving skills, with the ability to identify patterns in support data and recommend improvements.
• Proficiency in SQL with the ability to build, run, and interpret database reports to support both internal teams and client-facing needs.
• Experience with support operations tools (e.g., Intercom, HubSpot, LogRocket, Linear, Notion, Clerk, and Postmark).
• Maintains a growth mindset and is eager to join a quickly growing team that provides many opportunities for personal and professional growth.
• Embraces uncertainty and views the ability to design processes with excitement.
• Genuinely enjoys and finds fulfillment in helping people solve their problems.
• Excellent organizational, time management, and communication skills.
• Experience using spreadsheets to analyze data and drive decision making.

Benefits

• You will be paid competitively, receive stock options and have a variety of other benefits, including 100% company-sponsored health, medical and dental insurance.
• Clarity has grown from 0 to 70 employees in under 3 years and is poised for continued growth.
• Clarity is a product-focused organization that consistently invests in improving the experience of its school and family users.
• Clarity is a fully remote work environment, but also provides both team-specific and all-company sponsored offsites every year.

Clarity Financial, Inc. (DBA “Clarity”) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Clarity makes hiring decisions based solely on qualifications, merit, and business needs at the time.