Customer Care Associate

Ontra; United States; Remote; USD 45,000 - 63,000; Full time

Job summary

An established industry player is seeking a Customer Care Associate to join their dynamic Customer Success team. This role offers the opportunity to empower customers by providing exceptional support and solutions while working in a remote-first environment. You will engage with customers, develop product knowledge, and collaborate across departments to enhance customer experiences. If you thrive on problem-solving and have a passion for customer service, this position is perfect for you. Join a company that values innovation, inclusivity, and personal growth, and be part of a team that makes a real impact in the legal tech space.

Benefits

Remote-first working policy

Flexible time off

Paid parental leave

Employer-supported retirement contributions

Monthly phone and internet reimbursement

Company-sponsored learning accounts

Professional development budgets

Team offsites for collaboration

Qualifications

• Mindestens ein Jahr Erfahrung im Kunden- oder Produkt-Support.
• Starke verbale und schriftliche Kommunikationsfähigkeiten.

Responsibilities

• Bereitstellung zeitnaher und personalisierter Unterstützung für Kunden.
• Entwicklung eines umfassenden Verständnisses der Unternehmensprodukte.

Skills

Kundenservice

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Problemlösungsfähigkeiten

Education

Erfahrung im Kundenservice

Job description

Join to apply for the Customer Care Associate role at Ontra

Join to apply for the Customer Care Associate role at Ontra

About Ontra

Ontra is the global leader in AI legal tech for private markets. Powered by industry-leading AI, data from 1M+ contracts, and a global network of legal professionals, Ontra's private markets technology platform streamlines and optimizes critical legal and compliance workflows across the full fund lifecycle. Ontra’s purpose-built solutions automate contracts, streamline obligation management, digitize entity management, and surface insights. Trusted by more than 800 global GPs, investment banks, law firms, and advisors - including nine of the top ten PEI-ranked firms worldwide - Ontra helps firms focus on what’s important to them.

About Ontra

Ontra is the global leader in AI legal tech for private markets. Powered by industry-leading AI, data from 1M+ contracts, and a global network of legal professionals, Ontra's private markets technology platform streamlines and optimizes critical legal and compliance workflows across the full fund lifecycle. Ontra’s purpose-built solutions automate contracts, streamline obligation management, digitize entity management, and surface insights. Trusted by more than 800 global GPs, investment banks, law firms, and advisors - including nine of the top ten PEI-ranked firms worldwide - Ontra helps firms focus on what’s important to them.

Our Culture

Ontra is a remote-first company that values the power of connection. We find innovative ways to stay connected, both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, Ontra enables you to shape your impact and growth. Our commitment to innovation extends beyond our technology; it’s embedded in our culture, and AI plays a crucial role in everything we do.

Our culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. Our commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions you bring from day one.

About the Role

Ontra is seeking a Customer Care Associate reporting to our Senior Manager, Customer Care on our Customer Success team.

For this job, we are currently only hiring candidates based in Minnesota and Tennessee.

We're looking for someone excited to empower customers by delivering exceptional support, providing timely solutions, and sharing expert product knowledge. If you are an analytical and creative problem-solver who thrives on finding solutions in the face of challenges, and excels in customer service by empathetically addressing needs and ensuring positive experiences, we’d love to get to know you!

What You’ll Do

• Customer Support: Provide timely and personalized assistance to customers, legal network, and team members through ticket systems and, when necessary, via live calls or Zoom meetings.
• Product Knowledge: Develop a comprehensive understanding of company products to address customer inquiries and troubleshoot issues effectively.
• Project Participation: Participate in project work that aligns with and supports the company's Objectives and Key Results (OKRs).
• Empowerment: Equip customers with the necessary tools and information to fully utilize the value of the products, enhancing their overall experience.
• Collaboration: Work closely with other departments to ensure consistent and accurate support and to share insights that benefit the organization.
  
  
  

What You’ll Bring

• Experience: At least one year of customer/product support within a tech company or comparable experience
• Self-Starter: Comfortable working remotely. Enthusiasm for an agile working environment.
• Communication Skills: Strong verbal, written, and interpersonal communication abilities.
• Customer Interaction: Ability to communicate confidently and empathetically with customers, demonstrating a passion for providing support.
• Collaborative Problem Solving: Employ analytical skills to address everyday challenges by: deconstructing tasks into manageable components, assessing various courses of action, and formulating practical and efficient resolutions.
  
  
  

Pay Transparency

Ontra takes individual candidate location, experience, and skills into consideration when determining compensation. The base pay range is listed below. Additionally, all positions are eligible for unit-based equity grants.

Some positions may be eligible for additional compensation, such as commission or other variable compensation structures, which is not included in the below base pay range.

If you are selected to participate in our interview process, your Talent Acquisition Partner will share more details about the total compensation package for the role.

Base Pay Range

$45,000—$63,000 USD

Hiring Locations

We currently hire exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.

United States

Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington

APAC

Hong Kong

EMEA

United Kingdom

Benefits Snapshot

• Remote-first working policy, with office hubs in SF, NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and benefits
• Employer-supported retirement contributions, varying by country
• Monthly phone and internet reimbursement
• Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
• Various options for medical, dental, and vision insurance
  
  
  

Travel

Occasional travel is required for Ontra employees, including typically at least twice per year to attend team and larger group off-sites for in-person collaboration. For some roles, additional travel may be required based on the requirements of the role and business need.

Inclusivity

Ontra is committed to the full inclusion of all qualified individuals. As part of this commitment, Ontra will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail].

Personnel Privacy Notice: View here.

Note on Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.

Note to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to Ontra will NOT be accepted or considered as a submission without a signed agreement in place.

#BI-Remote

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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