About Ontra
Ontra is the global leader in AI legal tech for private markets. Powered by industry-leading AI, data from 1M+ contracts, and a global network of legal professionals, Ontra's private markets technology platform streamlines and optimizes critical legal and compliance workflows across the full fund lifecycle. Ontra’s purpose-built solutions automate contracts, streamline obligation management, digitize entity management, and surface insights. Trusted by more than 800 global GPs, investment banks, law firms, and advisors - including nine of the top ten PEI-ranked firms worldwide - Ontra helps firms focus on what’s important to them.
Our Culture
Ontra is a remote-first company that values the power of connection. We find innovative ways to stay connected, both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, Ontra enables you to shape your impact and growth. Our commitment to innovation extends beyond our technology; it’s embedded in our culture, and AI plays a crucial role in everything we do.
Our culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. Our commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions you bring from day one.
About the Role
Ontra is seeking a Senior Customer Care Associate reporting to our Senior Manager, Customer Care on our Customer Success team.
For this job, we are currently only hiring candidates based in either Arizona or Utah. This role will require an off-hours schedule of 12 pm to 8 pm Mountain time. More details will be provided during the interview process.
We're looking for someone excited to tackle daily challenges using analytical and creative problem-solving skills, deliver empathetic and concise customer service, manage their time efficiently, and embrace intellectual curiosity to adapt to new technologies and processes.
If you love problem-solving and are looking to continue building your career in a customer-facing role, we’d love to get to know you!
What You’ll Do
- Customer Support: Provide expert assistance to customers, the Legal Network, and colleagues by addressing product questions and issues through ticket work, and occasionally through live Zoom meetings or phone calls; expect to manage a volume of 40+ tickets a week, with support from teammates
- Project Participation: Act as a Driver or Contributor in project work designed to support company Objectives and Key Results (OKRs), ensuring alignment with broader organizational goals.
- Product Empowerment: Enable customers to derive maximum value from our products through timely, knowledgeable, and personalized support interactions.
What You’ll Bring
- Technology Support Experience: 2-3 years of experience in customer/product support within a technology company, providing comprehensive assistance and guidance.
- Communication Skills: Strong verbal, written, and interpersonal communication abilities essential for engaging with customers and team members effectively.
- Direct Customer Interaction: Proven experience working directly with customers, ensuring their satisfaction and resolving queries.
- Ticketing Tool Proficiency: Familiarity with using ticketing tools such as Zendesk, Jira, or HelpScout for managing and tracking customer support cases.
- Documentation Skills: Experience in writing both internal and external help documentation to facilitate effective communication and customer self-service.
- Cross-Functional Collaboration: Experience in partnering with Engineering and Product teams to resolve bugs, as well as working with partners across Customer Success to understand and address customer needs.
Pay Transparency
Ontra takes individual candidate location, experience, and skills into consideration when determining compensation. The base pay range is listed below. Additionally, all positions are eligible for unit-based equity grants.
Some positions may be eligible for additional compensation, such as commission or other variable compensation structures, which is not included in the below base pay range.
If you are selected to participate in our interview process, your Talent Acquisition Partner will share more details about the total compensation package for the role.
Base Pay Range
$45,000—$63,000 USD
Hiring Locations
We currently hire exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.
United States
Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington
APAC
Hong Kong
EMEA
United Kingdom
Benefits Snapshot
- Remote-first working policy, with office hubs in SF, NYC, Santa Barbara, and London
- Twice yearly team offsites for in-person collaboration
- Paid flexible time off policy
- Paid parental leave and benefits
- Employer-supported retirement contributions, varying by country
- Monthly phone and internet reimbursement
- Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
- Various options for medical, dental, and vision insurance
Travel
Occasional travel is required for Ontra employees, including typically at least twice per year to attend team and larger group off-sites for in-person collaboration. For some roles, additional travel may be required based on the requirements of the role and business need.
Inclusivity
Ontra is committed to the full inclusion of all qualified individuals. As part of this commitment, Ontra will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact people@ontra.ai.
Personnel Privacy Notice: View here.
Note on Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.
Note to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to Ontra will NOT be accepted or considered as a submission without a signed agreement in place.
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