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.