Customer Operations Associate, Oculo

• Background in construction, ideally with a relevant degree (e.g. Digital Construction, Construction Management, Building Engineering, or similar)
• 2-3 years of work experience in the industry
• Highly personable, with exceptional verbal skills - as our face to customers, you need to communicate well and establish rapport with ease
• Customer focused - high degree of empathy, intrinsically motivated by customer satisfaction
• Excellent written skills, both for email communication as well as customer facing materials e.g. knowledge base articles
• Startup mindset: comfortable with ambiguity and an unstructured environment, willing to roll up your sleeves and figure things out. Ability to not only balance, but effectively manage competing priorities, and multiple projects at the same time
• A structured approach and a results-focused mindset, with a bias for action. Have a sense of urgency by delivering timely, high quality work
• Flexibility to travel within the UK to meet customers as well as to commute to and within London for onboarding, occasional office days and socials

Desirable

• Onboarding new users to our platform
• Meeting our clients in person and establishing rapport with both site-level staff as well as management
• Be the first line of support for our customers
• Monitoring customer usage and proactively identifying and addressing any issues
• Ensuring all customer-facing operations are running smoothly
• Testing and troubleshooting new releases of our product, specifically with our end-users in mind
• Maintenance of our knowledge base to help our customers address their issues themselves
• Establishing operational excellence and efficiency
• Identifying and proposing opportunities for refinement to our processes to support growing demand