Customer Care Associate
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 applications—covering everything from accounting and inventory to CRM and project management—works together seamlessly to support efficiency and growth.
About the Job
Hybrid (4 days onsite, 1 day remote) – Brisbane, CA
The Customer Success 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. You’ll 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
- Manage a portfolio of approximately 1,400–1,600 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.
- 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.
- 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.
- 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.
Must Have
- Bachelor’s degree preferred or equivalent combination of education and experience.
- 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.
How does it work in Sales?
Our Sales Department is divided into two parts: Direct & Indirect Sales.
In Direct Sales, we work in direct contact with SMEs. In Indirect Sales, we collaborate with Partners (Odoo resellers).
Sales-minded? Discover our jobs:
- Account Executives
- Account Managers
- Customer Success Managers
- Key Account Managers
What's great in the job?
- Healthcare, Dental, Vision, Life Insurance, Flexible Spending Account, Health Savings Account, 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
- Evolve in a nice working atmosphere with a passionate, growing team!
- Snacks, fruit, and coffee/drinks on tap!
- 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.
