Customer Care Associate

Customer Care Associate - Spanish Fluency

Hybrid (4 days onsite, 1 day remote) Brisbane, CA

To help us provide the best candidate experience, PLEASE SUBMIT YOUR RESUME AS A PDF and limit your applications to a maximum of 3 within a 12-month period.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or assume sponsorship responsibilities for employment visas at this time.

About Odoo

Odoo is an open-source enterprise resource planning (ERP) platform that helps companies manage and streamline their operations through a single, integrated system. Our modular suite of business applicationscovering everything from accounting and inventory to CRM and project managementworks together seamlessly to support efficiency and growth. Learn more about us here.

About the job:

The Customer Care Associate ensures seamless support for a portfolio of customers by addressing inquiries, resolving requests, and fostering satisfaction with the Odoo product. This role emphasizes reactive support, efficient task management, and collaboration with internal teams to enhance the customer experience. Youll also develop expertise in Odoo software, share resources, and contribute to process improvements, all while maintaining a solution-oriented approach in a fast-paced environment.

Responsibilities

Client Relationship Management:

• Manage a portfolio of approximately 1,4001,600 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.

Customer Support:

• 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.

Operational Excellence:

• 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.

Knowledge Sharing:

• 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.

Qualifications and Requirements

• Bachelors degree
• Fluency in English and Spanish (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.

Nice to Have

• 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.

Compensation and Perks:

• Healthcare, Dental, Vision, Life Insurance, FSA, HSA Matching, 401K Matching, and Commuter Benefits
• PTO (Paid-time-off), paid sick days, and 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

The estimated annual compensation range for this role is $63,000-$79,000. Please note that actual salaries may vary within, above, or below this range based on factors such as education, training, experience, professional achievement, business needs, and location.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Odoo's values. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records.