Customer Experience Agent

A Little About Ooni

We’re very hot, not spicy hot, but specifically, 950°F hot. That’s the perfect temperature to cook world class pizza in 60-seconds, a mark all Ooni ovens can achieve in around 15 minutes. When we launched in 2012, we created a category by offering a small, fast and accessible wood-fired pizza oven that gave ordinary people an epic tool to make great pizza at home. 

A Little About the Job

As an Ooni Experience team member, your job, NAY PASSION! is to make people love Ooni as much as we do (believe it or not, it’s not that hard to make people love pizza). You’ll be the first point of contact for anyone who wants to learn more about our awesome company and products or level up their pizza-game.   

The role:

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• 40 hours per week (Schedules will primarily be a Sunday-Thursday or Tuesday-Saturday with start times beginning from 10am-12pm) CST time. Hours during your training period (the first 4-6 Weeks) will be Mon-Fri 8a-4p CST
  
• We are also looking for permanent weekend cover if that’s your thing.
  
  
• Multilingual with an ability to speak French, Italian or German, would be merveilleuse,  meraviglioso, wunderbar!
  
• Help new and existing members of the Ooni Community to have the best possible experience with their oven and ordering from Ooni.
  
• Delight customers with creative, personalized and unique communication and support. Sort of like this job description, only better. This happens through email, chat and phone calls (not all at the same time, we’re not monsters after all!)
  
• Communicating with kindness and rigour internally with the Ooni team.
  
• Being the voice of the Ooni customer! You are the feet on the ground, and Ooni’s eyes and ears. You’ll note any issues or common queries and make sure these are known by the internal teams. Believe it or not, we actually truly care about our customers and want to find where our opportunities to do better are.
  
• Contribute and innovate on how best we support our world-wide customers. We’re agile and growing fast and we’re always trying new ways to support the Ooni Community.
  
• Knowing and loving Ooni! Understand our products inside out, so that you can help others get the best out of them. Try out products and recipes, become a pizza master and try your hand at writing FAQ articles, proactive email reach outs and more (check the benefits below, we put our money where our full of pizza mouth is and provide access to all of our products with a $1200 stipend to spend on Ooni products each year.)
  

Apply if:

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• You have excellent and creative written communication. Jeez, I know EVERY job ad asks for this, and EVERY CV claims it as a strength, but we really do mean it. Think about how nice it is to receive a personalized and interesting email from a customer support team. Send us an awesome and unique cover letter to show your skills!
  
• You love teaching people and get a kick from watching them succeed.
  
• You are an awesome person! This should really be the first bullet point, because at the end of the day, it’s truly what’s most important.
  
• You’re organized. You have an eagle eye for detail and a pademelon-like passion for process. (What’s a pademelon you ask? Go to google and learn for yourself! But it’s pretty cool, and the alliteration was too much to pass on).
  
• You can type quickly. Look how fast I’m typing this. That’s how fast you’ve got to be. Just watch me go. Woooosh!
  
• You can really get on board with our values. Especially Passion and Kindness for this job. And even more especially Rigor and Ambition. Actually, all of them. They’re all important, but also, definitely, kindness.
  

Bonus:

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• If you have experience working with customer care systems like Freshdesk and Intercom that’s a bonus, but not essential.
  
• You are interested in a weekend hours role.
  
• It’s a bonus if you own a dog. We love dogs. If the dog likes pizza - double bonus. (Fine, we like cats quite a bit too).
  

The Company:

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• Go to YouTube and search “We are Ooni”. That wee video pretty much says it all. (I know, I know, it’s a US job, why am I saying ‘wee’? Because we’re a Scottish company and there is a wee chance that the amazing Scots have infiltrated our vernacular!)
  

The quick version is:

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• We make epic pizza ovens that cook awesome pizza in 60 seconds and start from only $349.
  
• We’re growing really, really fast and have no plans to slow down. 
  
• We’re now up to 300 in the whole team. That was under 100 this time last year and only 50 the year before that. And they are all AWESOME - our culture is core to our whole reason for being. 
  
• These are our values: Passion, Rigor, Innovation, Ambition, and Kindness. We really do live by them and demand them in everything we do. It ain’t just corporate mumbo jumbo to us. See how they’re capitalized to show how important they are?
  

Benefits:

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• 35 days of paid time off per year (You read that right) An additional 5 week sabbatical every 5 years with us. That’s right, every 5th year we’re going to force you to step away from work for 5 weeks to re-calibrate and celebrate life).
  
• Enrolment into our 401k plan, plus medical, dental and vision cover (100% cover for yourself and 50% cover for dependents)
  
• $620 every year to spend on your passion – whatever that may be. (Want a drone, buy a drone. Wanna be a baller on a boat? Go for it. Wanna master excel and become a reporting wizard?! We’ll probably help you with that one for free, don’t lie, it’s no one’s passion except those folks in finance).
  
• Great pizza every single day if you want it. Yep. Every single day. And we’ll teach you to become a pizza pro.
  
• $1200 to spend on Ooni products each year, plus 50% discount on any other Ooni stuff after you’ve used that $1200. 
  
• Employee Assistance Program – our people are at the heart of everything we do, so if you’re happy, we’re happy.
  
• Raising money for charity – we’re all about giving back… and having lots of fun in the process
  

Having a fantastic culture is really important to all of us at Ooni. We work hard to make it diverse and inclusive, and want everyone to have access to the same opportunities. If you would like this advert in a different format or need an alternative method of applying, please let us know. You can email us at [email removed - click apply for more details]

#INDMP