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WHO WE ARE
We are building a subscription-only, ad-free, algorithm-free streaming platform for kids ages 8–12. We focus on STEAM, history, and civics content, all curated by humans, not algorithms. Our founder is an established creator with a deep background in science communication and education. The whole thing is built around one simple idea: kids set their own end time before they start watching, and the app stops. No autoplay. No infinite scroll. No recommendations pulling them down a rabbit hole.
We’re launching with a capped cohort of 1,500 founding member families in July 2026, then going public in November. This role shapes how those first families experience the app and sets the tone for everyone who comes after.
THE ROLE
You’re the first person our members hear from when something breaks, and the voice they recognize when things are going well. You’re not joining an existing team, you’re building one. From July through December, you own the whole member-facing experience: support, community comms, and the operational infrastructure that has to be ready when we go from 1,500 members to a lot more.
This is a contract role. We’re pre-launch and the budget reflects that. But the trajectory is real, as the platform grows, this role grows with it. We want someone who’s excited about building something from the ground up and owning a function, not just filling a seat.
WHAT YOU’LL DO: JULY-AUGUST
• Own first-response support for founding members through a shared inbox (HelpScout). Onboarding questions, device issues, timer confusion, billing, you’re the front line.
• Build the support infrastructure from scratch, FAQ, knowledge base, canned responses, issue taxonomy, escalation protocols, and a tone guide that nails how Clockwise talks to parents.
• Write and manage founding member communications, onboarding emails, check-ins, feedback asks. These are brand moments, not transactional emails.
• Document every recurring issue, pattern, and piece of feedback. This data shapes product decisions and the playbooks that carry into November.
SEPTEMBER-OCTOBER
• Finalize the support playbook for the outsourced team coming on at public launch, product walkthrough, brand voice guide with real ticket examples, resolution flows, escalation paths.
• Help evaluate, hire and onboard the outsourced support partner. You’ll help pick the team, train them on voice and product, and own the quality bar.
• Build out the comms strategy for the November public launch, what members hear, when they hear it, and how we keep the founding member relationship strong as the audience gets bigger.
NOVEMBER-DECEMBER
• Manage the outsourced support team, quality reviews, voice calibration, escalation handling. You’re the bridge between the outsourced agents and Clockwise’s standards.
• Own member-facing communications through the launch window and holiday period.
• Handle escalated support, billing disputes, product bugs, anything that needs a real human with full context and good judgment.
• Monitor and respond to App Store and Google Play reviews. Every public review is a brand impression, treat it like one.
2027
This role is designed to grow. Depending on how the platform scales and how you perform, the 2027 path looks like:
• Expanded contract scope, think Head of Community & Support, with more hours, broader responsibilities, and comp that reflects the growth.
• Owning the full support function, outsourced team management, tooling, self-service infrastructure, and eventually hiring as volume warrants it.
• Building parent community infrastructure, a dedicated space, a parent advisory group, a feedback loop that actually shapes what content we curate. Whatever makes sense.
• Expanding into education-sector comms as we introduce teacher gifting and district/library distribution.
• Team leadership as the support function grows beyond you plus an outsourced partner.
We’ll make these decisions based on real data, subscriber growth, ticket volume, your performance, not arbitrary timelines. The right person will have real input into how this function evolves.
WHO YOU ARE
• A strong writer. You can write a warm support reply and a sharp onboarding email in the same afternoon. You have a voice and you know how to bend it to fit a brand. Copy is a core skill here, not a nice-to-have.
• Obsessively detail-oriented. You catch the typo, the inconsistent formatting, the edge case nobody thought of. You build systems that don’t let things slip because you think about the gaps before they show up.
• Personable and forward-facing. You actually like talking to people. You can make a frustrated parent feel heard in two sentences. You’re comfortable being the face of a brand to its most invested members.
• A builder, not a maintainer. You get energy from creating the first version of things, the first FAQ, the first playbook, the first community touchpoint. You don’t wait for a process to exist; you’d rather build it.
• Strategically minded. You see the line between a single support ticket and a retention trend. You think in systems, not just tasks. You have opinions about how member experience should work and you can back them up.
• Comfortable with ambiguity. We’re a startup. Scope will shift. Priorities will change. If that excites you more than it stresses you, we’re probably a good fit.
STRONG SIGNALS
• Experience in the creator economy, online education, or kids/family media.
• Familiarity with subscription platforms, membership communities, or direct-to-consumer products.
• Experience managing outsourced teams or vendor relationships.
• Working knowledge of HelpScout, Intercom, Zendesk, or similar support platforms.
• You spend real time thinking about how kids interact with technology.
• You understand creator-driven communities and the audiences that form around educational content. You don’t need to be from this world, but it helps if you get how these communities work and why they’re different from typical consumer audiences.
COMPENSATION AND STRUCTURE
US based contract role, July through December 2026. Hours scale from around 10/week at MVP to around 20/week at public launch. Rate depends on experience, we’ll talk about it.
For the right person, this grows a lot in 2027, more hours, broader scope, comp that reflects it. We’ll be straight with you about the trajectory and the metrics behind it.
HOW TO APPLY
Send a note to support@clockwisetv.com with:
• A quick intro, who you are, why this caught your eye, and what you’d bring.
• A writing sample that shows your voice. Anything works, a support reply you’re proud of, a community post, a newsletter, a piece of copy. We care about clarity, warmth, and precision.
• Your resume or LinkedIn, and your availability to start by late June / early July 2026.
No form letters. We read every application and we notice the details.
