Customer Support Lead for a Cloud Phone Service Startup

Company: PhoneHQ

Location: Remote

About the Company:

PhoneHQ is a new cloud phone solution from Channels.app that makes it easy for businesses to connect with their customers and team members. With PhoneHQ, you can make and receive calls and manage your voicemail all from one easy-to-use platform.

PhoneHQ is perfect for businesses of all sizes, from small startups to large enterprises. It's also ideal for businesses that are looking to improve their customer service, increase their sales, or simply streamline their communications.

About the Role:

As a Support Specialist, you will be responsible for providing exceptional customer support to our users. You will troubleshoot technical issues, answer questions, and provide guidance on how to use our products and services.

What you'll do:

• Provide top-notch technical support to customers via phone, email, and chat

• Troubleshoot and resolve technical issues

• Answer customer questions about our products and services

• Provide guidance on how to use our products and services

• Maintain a positive and professional attitude at all times

Develop and maintain up-to-date technical documentation and knowledge base articles to aid customers and team members

Proactively identify and address potential issues to prevent them from affecting customers

As a leader you will be also responsible for:

Establish and maintain a clear support process.

Monitor and measure the support process.

Continuously improve the support process.
Help to choose tools used in the support service process.

The role might be right for you if you have:

• Proficient in both written and verbal communication

• Understanding of English-speaking cultures and customs

• Excellent organizational skills to manage multiple tasks and collaborate effectively with internal teams and customers.

• Strong problem-solving abilities, with a knack for identifying issues and implementing effective solutions.

• Team player with adaptability to changes in workload, systems, and processes.

• The ability to multitask, prioritize, and remain detail-oriented.

• Self-motivated, positive, and friendly demeanor; ability to remain calm and professional in all situations.

• Call center or technical support experience is highly desirable.

• You are comfortable with working various hours (We plan to start customer service from 2 PM to 10 PM and eventually expand it to 24/7)

What we’ll offer in return:

A career where your work makes a difference.

• A stable income with a good salary.

• Opportunity to own your part of the business without the risks of owning your own business.

• Ongoing professional development and growth.

• Collaborative and supportive work environment....and more!