Senior Product Support Associate, Ontra
More information about location
Contract Automation and Intelligence for asset management firms
Be an early applicant
Contract Automation and Intelligence for asset management firms
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To change the way legal services are delivered to enterprises.
Role
Who you are
- Experience: 2+ years of customer/product support experience in a technology company, demonstrating your ability to handle diverse support scenarios and customer interactions efficiently. Background working in a remote-first, global environment strongly preferred
- Problem-Solving Skills: Exhibit strong analytical thinking to identify and resolve problems, using creativity to devise alternative solutions when faced with challenges
- Customer Service Skills: Possess a commitment to effectively addressing and fulfilling customer needs, demonstrating empathy, clear communication, problem-solving prowess, and a dedication to ensuring a positive customer experience
- Communication Proficiency: Display strong verbal, written, and interpersonal communication skills, essential for responding to user support requests clearly and concisely. Skilled in crafting helpful internal and external documentation
- Technical Proficiency: Experience with ticketing tools such as Zendesk, Jira, or HelpScout; effective collaboration with Engineering and Product teams to resolve bugs
- Interest in Data and Analytics: Experience with data/analytics tools like Snowflake, Looker, Sigma, or Datadog preferred
What the job involves
- Ontra is seeking a Senior Product Support Associate reporting to our Senior Manager, Product Support
- For this job, we are currently only hiring candidates based in the United Kingdom. For more information on where we employ, please see below
- We’re looking for someone excited to provide top-notch technical support, collaborate cross-functionally to enhance our product experience, and innovate process improvements to help our team scale efficiently. This role will collaborate closely with Engineering and Product teams to resolve issues and be key in pushing forward faster SLAs
- If you are a dynamic and communicative problem-solver with a strong background in customer/product support for a technology company, proficient in using ticketing tools like Zendesk, Jira, or HelpScout, and skilled at creating comprehensive help documentation, we’d love to get to know you!
- Technical Support: Provide comprehensive technical assistance to users, addressing queries and resolving issues through ticket work and live Zoom sessions to showcase the transformational value of Ontra products and services
- Project Participation: Engage as a Driver or Contributor in projects aligned with company OKRs, playing a pivotal role in achieving organizational goals through collaboration and innovation
- Ticket Management: Efficiently manage and resolve a substantial volume of support tickets weekly, ensuring swift first response rates and high customer satisfaction scores (CSAT)
- Stakeholder Collaboration: Build strong relationships through one-on-one sessions with key stakeholders, including PMs, Engineering Support, and Product Ops leaders, to align support processes and improve escalation protocols
- Process Ownership: Take charge of the support process by the 60-day mark, collaborating with external and internal stakeholders to solve issues across all product lines and improve user experience
- Documentation and Feedback: Contribute to the continuous improvement of support processes by providing feedback and updating the Support Help Center with accurate documentation, ensuring it meets users' needs
Our take
High-volume legal work can be a drag for large enterprises, who end up straining their internal resources or their bottom line as they outsource the work. Ontra (previously InCloudCounsel) slides in as a solution to this problem by pairing businesses with a network of freelance corporate lawyers to manage their routine legal work in a more cost-effective way.
In addition to enterprises, the company is an attractive proposition for lawyers who want a more flexible working life than Big Law can usually offer. Ontra attempts to avoid direct confrontation with Big Law by focusing more on routine work and document management tasks.
Following Ontra's healthy investment, the company has made some pretty big strategic moves - mainly driving product growth, onboarding top people onto its Board of Directors team and acquiring smaller companies like FundFormer and Captain to improve its product capabilities.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Oct 2021
$200m
SERIES B
Jan 2019
$40m
SERIES A
Total funding: $240m
Company benefits
- Competitive salary
- Opportunity to participate in one of Ontra’s unit-based compensation programs
- Medical, dental, and vision insurance base plans at no additional cost
- Employer-sponsored retirement plans
- Hybrid/remote work flexibility & WFH budget (equivalent of $1K USD)
- Annual professional development stipend (equivalent of $2K USD)
- 4 months of parental leave (52 weeks for UK employees)
- Unlimited vacation
- Twice-weekly lunch perk
- And much more!
Company values
- Respect - We believe in candid, empathetic communication at all times.
- Accountability - We follow through on commitments to ourselves and each other.
- Improvement - We innovate the way that we work and the products/services we deliver.
- Openness - We encourage transparency with our team, customers, and partners.
- Results - We expect productivity over activity.
Company HQ
Union Square, San Francisco, CA
Articles
Leadership
Troy Pospisil
(CEO)Majored in Economics at NYU before joining Deloitte as a Management Consultant. Was an Investment Professional at H.I.G. Capital.
Ben Levi
(COO)Studied at Yale and Harvard Law School, and worked on Obama's 2008 campaign. Was an Associate at Kirkland & Ellis and founded Saas company Tembo.
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