Customer Support and Experience Manager

About the Company:

PhoneHQ, a cutting-edge cloud phone solution from Channels.app, is designed to streamline communication for businesses of all sizes. Whether you're a small startup or a large enterprise, PhoneHQ makes it easy to connect with customers and team members through a user-friendly platform that handles calls, voicemails, and more.

About the Role:

As a Customer Support Lead, you'll not only lead the support team but also take a hands-on role, especially in the initial months, where you'll independently manage all support tasks. You'll ensure our users receive top-notch service, troubleshoot technical issues, and provide expert guidance. A crucial part of your responsibilities will be to create comprehensive user documentation for our products, which will be available to all customers. This documentation will be essential in helping users maximize the value of our platform.

Key Responsibilities:

• Deliver top-tier technical support to customers via phone, email, and chat.
• Personally troubleshoot and resolve technical issues.
• Answer customer questions and guide them on using our products and services.
• Write and maintain detailed user documentation, ensuring it is clear, accessible, and helps customers fully utilize our platform.
• Proactively identify and address potential issues before they impact customers.

As a leader, you'll also:

• Establish, monitor, and continuously improve the support process.
• Select and manage the tools used in the support service process.

This Role is Perfect for You If You:

• Have excellent written and verbal communication skills.
• Understand English-speaking cultures and customs.
• Possess strong organizational skills to juggle multiple tasks and collaborate effectively with teams and clients.
• Excel at problem-solving and implementing effective solutions.
• Are a team player, adaptable to changes in workload, systems, and processes.
• Are self-motivated, positive, and remain calm and professional in all situations.
• Have experience in a call center or technical support environment (highly desirable).
• Are comfortable working flexible hours, with plans to expand support from 2 PM-10 PM.

What We Offer:

• A career where your work has a real impact.
• A stable income with a competitive salary.
• A chance to own your role within the business without the risks of entrepreneurship.
• Influence and decision-making power at the client service department level.
• A collaborative and supportive work environment... and more!