Customer Care Manager

| Austin
Why OJO? 
OJO Labs was founded on the belief that complex decision making could be made better through the fusion of machine and human intelligence. Our company has developed a unique, AI-based technology that combines natural language processing, machine learning, and human support. The offering allows for consumers to gain a better understanding of the market as well as their own wants and needs prior to interacting with an expert.
The first big decision we’re tackling is homebuying and selling. We are building an end-to-end real estate platform which provides consumers personalized guidance throughout their journey, readying them to make meaningful connections with experts. In addition, we provide brokers, agents, and loan officers warm and informed introductions to consumers, along with the tools to support a best-in-class experience.
As part of our team, you’d be helping to build technologies that will significantly advance the world’s largest consumer industries while setting a new standard for engagement between people, information, and companies.
About the OJO Concierge Team : 
We believe that by providing excellent service we are not only able to positively impact our customers’ lives, but also enhance the reputation of our organization, improve our referral partner relationships, build brand loyalty, and improve job satisfaction. Our OJO Home Concierge team is the hub of all customer and partner interaction throughout our customers’ journey, communicating and providing service for our buyers, sellers, real estate agents, loan officers, and team members.

What you'll do

  • Champion a world-class team of unique individuals who deliver an unmatched customer experience
  • Lead the concierge team and seek solutions and results that create a high performing work environment
  • Monitor customer satisfaction and implement actions to improve results
  • Run daily morning and evening team huddles
  • Run contests and find ways to motivate, inspire, and keep the team connected (remotely and/or in-person)
  • Ensure all inbound phone calls, texts, and emails in the Concierge Desk team’s inbox are distributed to staff and are returned within SLAs
  • Second-voicing on escalations with agents and consumers
  • Manage team hours, including clocking in/out, PTO, vacation time, etc.
  • Promote and participate in employee Engagement
  • Actively participate in hiring and development of support and mentor staff members
  • Use operational reports to make data-driven decisions around performance management, coaching, career pathing and development of the Customer Service Representative and leaders on your team
  • Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce
  • Balance lead flow and task assignment across the concierge team

What we need from you

  • Two years of management experience including developing, coaching and leading teams of Customer Service professionals
  • Strong leadership skills: sets clear priorities and performance goals for the team and eliminates barriers to the team’s success
  • Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges
  • Outstanding oral and written communication skills, comfortable presenting information to a group
  • Passion for customer service and ownership of the customer experience
  • Ability to adapt to challenges while remaining calm in a constantly changing environment
  • Ability to champion and facilitate collaboration by cultivating relationships, mentoring, and effectively communicating with teammates and cross-functional partners
  • Bonus:
  • Experience in a technical Startup 
  • Real estate knowledge
  • Tools 
  • Call Center Phone Systems
  • Fast-paced reporting
  • Experience with texting platforms and CRM’s
  • Proficient in Microsoft & Google Suite

What do we have to offer?

  • You get to work with the best of the best
  • A collaborative, respectful environment where your voice will always be heard
  • Competitive Salaries
  • Stock options
  • Unlimited/Open PTO Policy
  • Hip SoCo Austin Office
  • Dog-Friendly Workplace
  • Commuter Stipend or Free Parking
  • 70% Coverage of Employee and Dependent Health Premiums
  • Promote from Within Philosophy
  • Volunteer Program
  • Optimum Workspace Subsidy
  • Many More – We have a whole team dedicated to making OJO an awesome place to work!

We are an Austin-based, technology startup focused on fundamentally improving the way people make their most important decisions through the fusion of machine and human intelligence. With offices in Austin, TX, Minneapolis, MN, San Mateo, CA and Vieux Fort, St. Lucia, we have over 300 employees globally. We are continuously named a Top Place to Work and have recently been named to the Inc. Best Places to Work list for the second year in a row. Backed by top-tier VCs and industry veterans, we have managed to hire the best technical, product and operational minds to pursue this incredible opportunity. We know we’re onto something big and everyone on our team has a significant impact on our evolving product, team and culture. 
OJO is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • TypescriptLanguages
    • ExpressFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • ReactFrameworks
    • PostgreSQLDatabases
    • RedisDatabases

Location

We recently moved (Aug 2019) into our hip new SoCo office - with an unobstructed view of beautiful downtown Austin. Come check us out!

What are OJO Labs Perks + Benefits

OJO Labs Benefits Overview

* You get to work with the best of the best
* A collaborative, respectful environment where your voice will always be heard
• Competitive Salaries
• Equity
• Unlimited/Open PTO Policy
• Hip SoCo Austin Office
• Dog-Friendly Workplace
• Commuter Stipend or Free Parking
• Optimum Workspace Subsidy
• 70% Coverage of Employee and Dependent Health Premiums
• Promote from Within Philosophy
• Volunteer Program (OJO Cares)
• Many More – We have a whole team dedicated to making OJO an awesome place to work!

Culture
Volunteer in local community
Monthly volunteer program called OJO Cares. Each month we go out into the community as a group and give our time to a variety of causes. Our people drive which causes we choose and how we participate!
Partners with Nonprofits
We've worked with some really amazing charities! A few examples are: Mobile Loaves & Fishes Community First Village, Austin Animal Center, We are Blood, Safe Austin, Capital Area Foodbank, and more!
Friends outside of work
Eat lunch together
Intracompany committees
We have a Culture Committee compromised of folks across all departments and job levels. This group helps shape the activities we do together as a team!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Our Executive and Senior leadership teams are diverse and well-rounded.
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
We offer a pet insurance policy as part of our dedicated dog-friendly workplace (though our plans cover more than just dogs - even exotic pets)! We have multiple coverage options to choose from.
Wellness Programs
Onsite Gym
Team workouts
We've recently partnered with Equinox gym (located in our building) to have OJO specific rates and special classes just for us!
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Competitive compensation plans.
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We believe life is what happens outside of the office, and we support our team's individual needs to manage their schedules.
Family Medical Leave
Employees who have been with the company for 3 months are eligible for 12 weeks of family medical leave.
Return-to-work program post parental leave
Company sponsored family events
OJO holds semi-annual organized family events (such as Family Field Day in the summer) as well as various other options such as family-friendly volunteer opportunities through OJO Cares.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Our open PTO policy includes vacation and sick time, as well as anything else needed for our employees to manage their personal leave.
Paid Volunteer Time
We have a monthly volunteer program that provides opportunities to our team to give back to the community.
Sabbatical
Eligible employees get 42 days of paid sabbatical after their first 6 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Special rates at Equinox gym, a company offered subsidy and OJO only classes.
Professional Development Benefits
Job Training & Conferences
OJO has lots of growth and learning opportunities!
Lunch and learns
Our Data Science and Engineering teams hold regular lunch and learns ranging from beginner to advanced topics.
Cross functional training encouraged
Promote from within
Customized development tracks
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