Customer Operations Specialist

What's Clyde

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.

You will be an integral member of our Claims Operations team, and will partner with the Senior Director to use your experience and knowledge to support our Claims infrastructure.

Clyde Customer Operations Specialists can grow to specialize in supporting teams such as Merchant Success, Implementations, Sales, and Warranty. At Clyde, we believe in developing our associates and creating a path for career mobility.

What you’ll do:

• Be Clyde’s most important advocate, central to upholding Clyde’s promise to provide world class service to our customers, merchants and underwriting partners
• Communicate across teams to ensure that our customers have a stellar purchase, ownership, and claims experience with Clyde
• Own our Support function by communicating and problem-solving with users, merchants and partners by email, inbound phone calls, chats or text via our proprietary and internal systems
• Meet established departmental Objectives & Key Results (OKRs) and Performance metrics defined by management
• Work closely with Operational stakeholders to establish scalable processes and contribute to their continuous improvement
• Adjudicate claims in accordance with program terms and conditions
• Act as a liaison between our customers, merchants and underwriting partners
• Gain unique insights into how businesses on Clyde’s platform scale and operate, as well as optimize their end-consumer experience
• Develop expertise in the warranty claims space and become a resource for the entire Clyde team

Requirements

This position is for you if you...

• Believe in your core that providing unique and tangible interactions with our customers should be our primary focus
• Are you an individual who is excited to cut your teeth in a fast-paced, high-growth startup environment
• Enjoy communicating in writing, and can do so quickly and clearly (fluency in English required)
• Are energized talking about technical concepts and will be comfortable explaining how Clyde works to a range of audiences
• Can empathize with users and quickly grasp complex their issues
• Get excited solving ambiguous, open-ended problems
• Love learning about a changing technical product, even when it’s a little out of your depth
• Enjoy using data to solve problems not assumptions
• Can work independently and take ownership of new projects, particularly in areas in which you may not have prior experience

What we look for:

• TPA, Warranty or Insurance experience preferred
• College graduate or comparable work experience preferred
• Multilingual is a plus
• 2-3 years of experience in service, retail or hospitality working with end consumers
• Desire to work directly with a founding team to scale a proven product
• Strong EQ, the ability to listen with empathy and communicate effectively
• Experience in eCommerce considered a plus

Benefits

Why should you join us?

Clyde is building a 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. 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 truly exciting company and can’t wait for you to join us.

COVID-19 Vaccination Policy: Please note that, at this time, to be in-person at a Clyde office or Clyde-sponsored event, you must be fully vaccinated against COVID-19. If you believe that a legal exception may apply to you, please still apply for any role(s) you are interested in and, if you are hired, you will receive instructions on how to request a reasonable accommodation after your start date.