Job Description
Odoo is an open-source enterprise resource planning (ERP) platform that helps companies manage and streamline their operations. The Customer Care Associate role focuses on providing support to customers, ensuring satisfaction with the Odoo product, and collaborating with internal teams to enhance the customer experience.
Responsibilities
- Manage a portfolio of approximately 1,400–1,600 accounts, ensuring efficient and consistent support for all customers
- Act as the primary point of contact for customer inquiries, focusing on reactive support rather than proactive upselling or high-touch engagement
- Handle a volume of administrative customer requests with speed and accuracy
- Provide clear customer guidance to help maximize their experience of the Odoo product
- Maintain excellent communication and customer satisfaction throughout all interactions
- Consistently meet performance metrics related to work ethic and task resolution
- Utilize tools and processes to manage tasks efficiently in a fast-paced environment
- Collaborate with internal teams to escalate and resolve more complex cases as necessary
- Develop in-depth expertise in Odoo software to provide knowledgeable and effective support
- Distribute educational materials and resources to assist customers with self-service options
- Actively document and share insights to improve internal workflows and enhance customer experience
Skills
- Bachelor's degree
- Fluency in English and French (professional or native/bilingual: reading, writing, and speaking)
- Exceptional organizational skills and dependability, with the ability to manage workloads efficiently while maintaining punctuality and consistency
- Strong verbal and written communication skills, with an adaptable, solution-oriented mindset suited to fast-paced, reactive environments
- Basic proficiency with G-Suite applications and customer support tools, and comfort working within standardized processes in high-pressure settings
- Experience in customer support, account management, or related fields
- Interest in software products and willingness to learn ERP or SaaS solutions
- Ability to improve efficiency in resolving repetitive tasks
Benefits
- Healthcare
- Dental
- Vision
- Life Insurance
- FSA
- HSA Matching
- 401K Matching
- Commuter Benefits
- PTO (Paid-time-off)
- Paid sick days
- Paid holidays
- Employee Assistance Program: 3 X 1-hour telehealth calls with certified mental health professionals
- $100 towards a work-from-home office setup
- Evolve in a nice working atmosphere with a passionate, growing team!
- Chef-prepared lunches - snacks, fruit, and coffee/drinks on tap!
- Company-sponsored events for groups of 6+ employees
Company Overview
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