Customer Care Associate

Summary

Join Ontra, a global leader in AI legal tech, as a Customer Care Associate based in Minnesota or Tennessee. You will provide exceptional support to customers, the legal network, and internal teams, troubleshooting issues and sharing product expertise. This role requires at least one year of customer/product support experience in a tech company and strong communication and problem-solving skills. You will collaborate with other departments and participate in projects supporting company objectives. Ontra offers a remote-first work environment with various benefits, including paid time off, parental leave, retirement contributions, and professional development opportunities. The base pay range is $45,000-$63,000 USD, plus equity grants and potential additional compensation.

Requirements

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

Responsibilities

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

Benefits

• 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