Customer Operations Associate at a Construction Technology Startup at Oculo

Location: Greater London (flexible)

Are you a recent graduate with background and experience in construction and a passion for technology, looking to get into the world of startups? Ready to advance your career by getting hands-on experience of every aspect of customer facing operations within a high growth environment and learning how to help customers make the most out of new, innovative technology?

Oculo is utilising state of the art Artificial Intelligence technology to help digitise construction, the second least digitised industry in the world. We have an experienced team on board, with background in places like Autodesk, Atlassian, L.E.K. Consulting, KKR, Lyft, Accenture and BAML, are already working with some of the largest names in our industry, and are quickly taking the industry by the storm.

With our customer base growing rapidly, we are now looking for a Customer Operations Associate to help scale our service and be the first point of contact for our clients. This includes onboarding new users, helping them with any technical issues and ultimately ensuring they are getting the maximum value from our platform. This is a critical role with lots of room to grow and make an impact by helping shape our processes and establishing best practices as we scale up.

We will provide full training, but a successful candidate will be expected to bring in existing experience and understanding of our industry - somebody with a good sense of the stakeholders, workflows, ways of working, and challenges facing construction projects and teams.

About Oculo

Oculo is on a mission to revolutionise how work is being done on construction projects around the world. We bring transparency, automated tracking and facilitate remote work in what is traditionally a low-tech industry.

Our solution combines dead simple, off-the-shelf 360-degree cameras with state-of-the-art computer vision and machine learning to create a virtual 3D model. This gives a comprehensive visual history of construction projects, providing a single source of truth, automating laborious documentation, and allowing for real-time collaboration. It’s deep tech made so simple even your dad could use it.

Responsibilities

• Onboarding new users to our platform
• Meeting our clients in person and establishing rapport with both site-level staff as well as management
• Be the first line of support for our customers
• Monitoring customer usage and proactively identifying and addressing any issues
• Ensuring all customer-facing operations are running smoothly
• Testing and troubleshooting new releases of our product, specifically with our end-users in mind
• Maintenance of our knowledge base to help our customers address their issues themselves
• Establishing operational excellence and efficiency
• Identifying and proposing opportunities for refinement to our processes to support growing demand

Experience & Who You Are

• Background in construction, ideally with a relevant degree (e.g. Digital Construction, Construction Management, Building Engineering, or similar)
• 2-3 years of work experience in the industry
• Highly personable, with exceptional verbal skills - as our face to customers, you need to communicate well and establish rapport with ease
• Customer focused - high degree of empathy, intrinsically motivated by customer satisfaction
• Excellent written skills, both for email communication as well as customer facing materials e.g. knowledge base articles
• Startup mindset: comfortable with ambiguity and an unstructured environment, willing to roll up your sleeves and figure things out. Ability to not only balance, but effectively manage competing priorities, and multiple projects at the same time
• A structured approach and a results-focused mindset, with a bias for action. Have a sense of urgency by delivering timely, high quality work
• Flexibility to travel within the UK to meet customers as well as to commute to and within London for onboarding, occasional office days and socials

Bonus Qualifications

• Personal interest and basic skills in digital marketing e.g. blogging, video making etc
• Fluency in any European language in addition to English

What You Get

• Competitive salary and stock options. We want every one of our employees to feel and act like an owner, and so everyone is offered a share of the company. Our success is your success.
• Tight-knit, passionate team of kick-ass people making an impact, as well as trust and autonomy to do your job. You will be involved in a wide range of aspects of growing the company, will have a big influence on our future and opportunity to grow your career.
• Birthdays off. It’s your special day and you should celebrate it.
• Mentorship. Tell us how you’d like to develop, and we‘ll use our network to find you a mentor to pair up with.
• Self-development support. Annual budget for courses, events and conferences. And if you’d like any book (provided it’s work related in any way), we’ll just get it for you, no questions asked. We are committed to helping you grow.
• Contribute to the Community. Take a day off once a quarter and volunteer for a social cause of your choosing.
• Pledge 1%. We are proud to be part of the Pledge 1% movement, pledging 1% of staff time and 1% of both founders individual equity at exit to charitable causes.