Customer Care Representative, Owl Labs
6 Month Contract
More information about location
Powering collaborative remote working
Job no longer available
Powering collaborative remote working
101-200 employees
Job no longer available
More information about location
101-200 employees
Company mission
Owl Labs' mission is to build the most revolutionary collaboration technology the world has ever seen.
Role
Who you are
- Experience in a call center, customer success, support, or another role that has honed great customer service skills. Preferably in a high-tech software or hardware environment
- Bachelor’s Degree or equivalent experience preferred
- Strong customer empathy and deep commitment to customer success
- A “no job is too small” mentality
- Enthusiasm for talking to new people everyday and helping them reach their goals
- A knack for problem solving and the courage to speak up when there are opportunities for improvement
- Superb organizational and communication skills
- Experience or interest in becoming an expert in new technologies
What the job involves
- We’re looking for a Customer Care Representative to help convert leads into customers and customers into evangelists
- Work across our Customer Care, Tech support, and the Sales teams to answer questions, resolve issues, deliver product demos, close deals, and provide post-sale fulfillment support via email, chat, phone, and video calls
- Support new customers by guiding them through product setup, educating them on features and benefits, providing tier 1 troubleshooting support using standardized tools, and escalating issues to the Technical Support team when appropriate
- Listen to customer concerns and complaints with the goal of identifying the causes of the problem and resolving the issue quickly and effectively
- Provide a superior prospect and customer experience across every interaction, with a focus on reducing customer effort
- Become an expert in Owl Labs’ product suite and customer success stories, and be able to articulate them in meaningful ways across personas
- Learn the ins-and-outs of our systems including Salesforce and Shopify
- Help customers reach success, whether success is finding a new video conferencing solution, processing a tax-exempt refund, or providing an update on their order
- By extracting information through customer interactions, provide voice of the customer feedback and suggestions to the relevant teams
- Engage with customers following periodic NPS surveys, where you will follow up on comments and concerns, share recommendations and ensure ongoing success
- This is not a commission-based role
Our take
The accelerating shift to hybrid work necessitates an expansion in communication technologies - with video technology becoming a cornerstone of how remote and hybrid workforces maintain connectivity. While most video conferencing products have been exclusively software or hardware, Owl Labs supplies smart devices that combine the two.
The company's 360-degree panoramic cameras and surround-sound speakers provide real-life conferencing, while motion and voice-activated capacities focus attention on the speaker. Its main product, the Meeting Owl, is compatible with Zoom, Google Hangouts, Microsoft Teams, and other popular video conferencing platforms, and is used by more than 100,000 organizations around the world.
The company continues to develop its products, releasing the front-of-room video conferencing-based "Owl Bar" in 2023, which is the first device of its kind. Reports suggest that the 360-degree camera market could reach over 4.9 billion USD by 2030, and, with hybrid work here to stay, the popularity and unique offering indicate an exciting future ahead for Owl Labs.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2022
$25m
SERIES C
Apr 2019
$15m
SERIES B
Total funding: $47.3m
Company benefits
- Work from home opportunities
- Health insurance
Company HQ
Ward Two, Somerville, MA
Leadership
Mark Schnittman
(Co-Founder & Non-Executive Board Director)Mark comes from a Mechanical engineering background. Prior to Owl Labs, they worked in robotics at iRobot Corp and Romotive.
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