Customer Care Associate

About Ontra

Ontra is the leader in AI-powered solutions for the private markets. Powered by industry-leading AI, data from over 2 million contracts, and a global network of legal professionals, Ontra automates critical private market workflows across the fund lifecycle.

Ontra’s solutions transform unstructured data trapped in static documents into actionable intelligence, enabling firms to accelerate contracts, streamline compliance, and automate entity management. Trusted by more than 1,000 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.

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.

Note: For this job, we are currently only hiring candidates based in Arizona, Kansas, Minnesota, Nevada, Ohio, Tennessee, and Utah.

About the Role

Ontra is seeking a Customer Care Associate reporting to our Senior Manager, Customer Care on our Customer Success team.

We're looking for someone excited to empower customers by delivering exceptional support, providing timely solutions, and sharing expert product knowledge.

If you are an analytical and creative problem-solver who thrives on finding solutions in the face of challenges, and excels in customer service by empathetically addressing needs and ensuring positive experiences, we’d love to get to know you!

What You’ll Do

• Customer Support: Provide timely and personalized assistance to customers, legal network, and team members through ticket systems and, when necessary, via live calls or Zoom meetings

• Product Knowledge: Develop a comprehensive understanding of company products to address customer inquiries and troubleshoot issues effectively

• Project Participation: Participate in project work that aligns with and supports the company's Objectives and Key Results (OKRs)

• Empowerment: Equip customers with the necessary tools and information to fully utilize the value of the products, enhancing their overall experience

• Collaboration: Work closely with other departments to ensure consistent and accurate support and to share insights that benefit the organization

What You’ll Bring

• At least one year of customer/product support within a tech company or comparable experience

• Comfortable working remotely; enthusiasm for an agile working environment

• Strong verbal, written, and interpersonal communication abilities

• Ability to communicate confidently and empathetically with customers, demonstrating a passion for providing support

• Analytical skills to address everyday challenges by deconstructing tasks, assessing options, and formulating practical resolutions

Pay Transparency

Ontra takes individual candidate location, experience, and skills into consideration when determining compensation.

Some positions may be eligible for additional compensation, such as commission, variable compensation, profits interest units, or other equity-based compensation, which are not included in the base pay range.

Base Pay Range: $48,800 – $68,300 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, Ohio, 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 business needs.

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.

Additional Notes

• Personnel Privacy Notice: View here

• Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location

• External Agencies: We are not accepting 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