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About the role
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.
What they're looking for
- 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
More about this role
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.
- 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...
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