About Dwelo

Dwelo is changing the way people live and work in apartments. We are building a reliable and secure smart device management platform for rental housing. Dwelo’s platform enables apartment residents to live in a smart home and owners and managers to improve the operational efficiency of their properties. Residents in Dwelo communities can control their locks, lights, thermostats, and more from their Dwelo mobile and voice apps, while managers use Dwelo’s web portal to reduce property-wide energy use, streamline access for staff, and limit the risk of leaks and extreme temperature events. Our commitment to customer success has helped us grow more than 6x the last three years, and we have raised $25M to achieve our vision. There are more than 250 Dwelo smart communities going live across the country, from Miami to Seattle, representing hundreds of thousands of devices. What we do is new, what we do is hard, and what we do is fun - and we want you to join us.

Dwelo is a young company, but mature in the experience of the team and the phase of the business. Our team members are experts in their respective crafts, knowledgeable about the space, and expect and encourage each other to achieve great results. We welcome folks from all backgrounds and all walks of life, just like our customers. We share a commitment to ownership, inclusivity, a growth mindset, and proactive communication. We challenge each other, learn from one another, and know when to have fun.


The Role

As a Tier 2 DweloCare Representative, you are responsible for resolving customer issues, discovering broader system issues, and generating knowledge content as new information is discovered.


A Day in the Life 

  • Case Management/Channel Coverage: Coordinate with your team to ensure our various support channels are properly staffed by overseeing cases and telephone calls, and ensuring there is a seamless escalation between tiers. 
  • Remote Servicing: Assist external customers by replacing their existing hardware remotely in a seamless manner.
  • Defects and Problem Management: Collect and summarize general issues as discovered by the Support Team in the form of Problem tickets. As patterns and examples are curated, communicate that information to the R&D team in the form of Issues on the Defect Board and R&D Sync meetings.
  • Agent Workflow Optimization: Seek opportunities to optimize the agent case management workflow. Identify opportunities for improvement, establish best practices that maximize efficiency, and train agents on optimal workflow. 



  • Experience working with customers directly.
  • Technical knowledge and experience working with computers.
  • General understanding of the IoT industry and smart devices.
  • You are genuinely passionate about delivering a high-quality customer experience.
  • Bilingual preferred but not required.


Success Characteristics 

  • Feature Expert: Deeply understand the Dwelo product as well as connected devices and services.  Able to troubleshoot features end to end and escalate larger issues to the R&D team with clear actionable information to improve the speed of resolution.
  • Peer Enabler: Has a team-first mentality when working with other members. Is genuinely interested in delighting our customers and helping others around them do so. Has a strong rapport with members of the DweloCare team.
  • Customer Advocate: Aware of the customer pain points with the product and compassionate of frustrations experienced. Passionate about product improvement and issue resolution to improve the overall customer experience.
  • Exemplifies the Dwelo Values as reported by peers (see below)


Value Based Drivers 

  • Internalizing and improving upon constructive feedback from your peers and manager (Growth Mindset)
  • Driving change in your listed Area of Ownership (Ownership)
  • Finding a defect or opportunity for improvement in your area of ownership and raising it with the necessary parties (DweloCare Lead, QA, Product, etc) (Ownership, Inclusion, Bias towards Communication)
  • Display a willingness to always be learning and implement any new internal process. Constant learning will be key to better understand all new hardware devices and integrations that are constantly added to our ecosystem. (Growth Mindset)
  • Communicating early and often about feedback for process or other people in a constructive manner (Bias towards Communication)

Apply for this Job

* Required

resume chosen  
(File types: pdf, doc, docx, txt, rtf)
cover_letter chosen  
(File types: pdf, doc, docx, txt, rtf)

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Dwelo’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.