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OJO Labs partners with consumers on one of their biggest life purchases.
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Customer Support Representative

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OJO Labs - Customer Support Representative

Why OJO? 

We are playing in the AI/machine learning space and striving to build conversational technology products that are indistinguishable from magic. We are proud to say that we have the best and brightest minds coming to work every day to build on a shared common vision. We hope to have an opportunity to meet you, learn about your experience and introduce you to the OJO team. 

OJO Customer Support Representative Basics:

As an OJO Labs Customer Support Representative your primary purpose is to support our customer community with a high-level, concierge style service. As a CSR you will be responsible for assisting in new customer onboarding, handling customer inquiries and configuring customer websites, IDX and mobile apps, in addition to, diagnosing and troubleshooting software and user issues for real estate brokers and agents. A great CSR must efficiently and effectively navigate between in-app chat, email and phone communication to provide our consumers with the highest care all with a great sense of urgency. 

What you’ll do: 

  • Quickly address customer concerns and issues
  • Manage and prioritize multiple customer concerns simultaneously 
  • Provide informed responses to incoming customer product knowledge requests
  • Train customers on new software products
  • Create positive and calm environment when faced with misplaced criticism or misunderstandings 
  • Provide appropriate feedback to management regarding recurring customer concerns 
  • Follow up on customer interactions to confirm satisfactory resolution
  • Research, diagnose and troubleshoot system issues and help users overcome user issues
  • Maintain accurate customer database
  • Document and work with software developers to resolve technical issues
  • Create How-to articles and tutorials for online Help Desk
  • Minimize churn and retain customers through excellent customer service, follow-up and follow-through skills.


What we need from you: 

  • Excellent written and verbal communication skills
  • Problem analysis and problem solving
  • Stress tolerant 
  • Ability to work independently while making informed business decision
  • Tech savvy and comfortable learning new systems
  • Proficient in Zoom, Intercom, Atlassian, Slack 

Who is OJO?

We are an Austin-based, early stage 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 both Austin, TX and Vieux Fort, St. Lucia, we have over 350 employees globally. We are consistently voted a Best Place to Work and were recently awarded Austin Inno’s “50 on Fire” award which recognizes the hottest startups in Austin. 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 every new hire we make will have a significant impact on our evolving product, team and culture. 

 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 
  • Equity 
  • Unlimited/Open PTO Policy 
  • Brand new office on South Congress
  • 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 
  • Many More – We have a whole team dedicated to making OJO an awesome place to work! 
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Will Harrington
Concierge Manager
Pro Pronouns
A D&I taskforce that leads the way on important initiatives
Harrington is a member of OJO’s D&I taskforce, and he loves the team’s latest initiative. The task force led a companywide training on using pronouns in a corporate setting. That means OJO employees now use pronouns when they introduce themselves in meetings, add pronouns to email signatures and find ways to utilize more gender-neutral language in overall communications.
Harrington is a member of OJO’s D&I taskforce, and he loves the team’s latest initiative. The task force led a companywide training on using pronouns in a corporate setting. That means OJO employees now use pronouns when they introduce themselves in meetings, add pronouns to email signatures and find ways to utilize more gender-neutral language in overall communications.
It’s been awesome to see the company adopting and normalizing the use of pronouns.
Neena Wanko
Senior Accountant
PARENTAL PERKS
A company that helps you balance work and life
A few months before her due date, Neena Wanko was helping her team at OJO Labs launch the OJO Select Network, a network of preferred realtors offered to homebuyers, when she went into labor much sooner than expected. The senior accountant had the most expertise on her team regarding the new program and understood how OJO would handle invoicing, so she told her team to reach out if they had any questions. But Wanko never heard from her team during her four months of paid parental leave. They fully respected her time away until she was officially back to work.
A few months before her due date, Neena Wanko was helping her team at OJO Labs launch the OJO Select Network, a network of preferred realtors offered to homebuyers, when she went into labor much sooner than expected. The senior accountant had the most expertise on her team regarding the new program and understood how OJO would handle invoicing, so she told her team to reach out if they had any questions. But Wanko never heard from her team during her four months of paid parental leave. They fully respected her time away until she was officially back to work.
My team was super supportive and respectful of my time off. When I finally did come back to work, my team gave me the space and time to get caught up.
Karen Starns
Chief Marketing Officer
People-First
Leadership that starts with connection
When it comes to culture, OJO is people-first. That’s the starting point for Starns when it comes to building a team and growing careers. The chief marketing officer loves connecting with her teammates as individuals, learning about their life priorities and understanding how being a part of this team supports their personal ambitions. She’s always encouraging her team members to be introspective, curious and committed to their own development.
When it comes to culture, OJO is people-first. That’s the starting point for Starns when it comes to building a team and growing careers. The chief marketing officer loves connecting with her teammates as individuals, learning about their life priorities and understanding how being a part of this team supports their personal ambitions. She’s always encouraging her team members to be introspective, curious and committed to their own development.
We thrive on transparency, camaraderie and celebration, while raising the bar and striving for bigger outcomes.

What are OJO Perks + Benefits

OJO 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
"Take What You Need"/Flexible PTO Policy
20+ Company Holidays
Dog-Friendly Workplace
Free Parking
Home Office Stipend for New Hires
Monthly Wellness Stipend
At Least 70% Coverage of Employee and Dependent Health Premiums
Paid Parental Leave
Promote From Within Philosophy
Volunteer Opportunities: OJO Cares
Many More – We have a whole team dedicated to making OJO an awesome place to work!

Culture
Volunteer in local community
Partners with nonprofits
We've worked with some really amazing nonprofits over the years. For example, we host Code2College interns in our engineering team and donate technology equipment for their use.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
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.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Our Executive and Senior leadership teams are diverse and well-rounded.
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
OJO is committed to fostering an inclusive environment for all candidates by building a hiring ecosystem that ensures consistency, fairness, and equity.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
OJO offers both healthcare and dependent care FSAs.
Disability insurance
OJO pays long-term and short-term disability.
Dental insurance
Vision insurance
Health insurance
OJO offers three different insurance plans, including one with 100% coverage for employees and dependents. OJO also contributes to employees’ Health Savings Accounts (HSA).
Life insurance
OJO covers a basic life insurance policy for employees, but also offers a voluntary life insurance option for employees and dependents.
Wellness programs
OJO offers a monthly wellness stipend for employees.
Mental health benefits
OJO has partnered with TalkSpace to offer all employees and dependents (over the age of 13) covered access to therapy and psychiatry services.
Wellness days
Financial & Retirement
401(K)
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Our exempt employees have a "take what you need" time off policy, and our non-exempt employees each have a generous PTO policy.
Paid volunteer time
We have a monthly volunteer program that provides opportunities for our team to give back to the community.
Sabbatical
Paid holidays
Paid sick days
Flexible time off
Company-wide vacation
Each July we take a week of collectively to rest and recharge as a team so we can come back refreshed to tackle the back half of each year.
Office Perks
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
New hires receive a home office stipend.
Mother's room
Professional Development Benefits
Job training & conferences
OJO has lots of growth and learning opportunities!
Tuition reimbursement
Lunch and learns
Our Data Science and Engineering teams hold regular lunch and learns ranging from beginner to advanced topics.
Promote from within
Continuing education stipend
Online course subscriptions available
Customized development tracks
View full list of perks + benefits
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