About Us
We started with a powerful idea: to simplify the cloud communications journey for every SaaS company. With over 18 years of experience in cloud communications and SaaS, we've learned that creating an extraordinary product and customer experience requires unwavering focus and continuous improvement. SaaS companies invest heavily to provide exceptional experiences for their customers, and their cloud communications stack is no exception.
Our Culture
We are passionate about SaaS and telecom, and we are growing rapidly. We seek enthusiastic leaders who want to make a significant impact in the world. Our organization embraces cultural and intellectual diversity, and we are dedicated to solving major challenges with a team that puts employees first. If you end each day thinking, "How can I continue to delight my customers?" then you might be a perfect fit for our team.
The Role: Customer Support Manager
As the Customer Support Manager, you will play a crucial role in shaping and scaling our Technical Customer Support team. You will manage the customer onboarding process, handle mid-level escalations, and drive process improvements to maximize customer satisfaction.
Reporting to: CEO
Key Responsibilities:
Leadership: Supervise and mentor the support team, fostering a culture of high performance and collaboration. Prepare the team to scale effectively with company growth.
Escalation Management: Address mid-level customer service issues, providing timely and effective solutions.
Process Optimization: Innovate and refine support processes to enhance customer experience and operational efficiency.
Documentation: Create, maintain, and update comprehensive guides to help customers understand our services and compliance requirements.
Reporting: Generate and maintain monthly reports to evaluate key metrics, ticket analysis, performance, and customer feedback.
Sales Engineering: Act as a technical liaison during the sales cycle, addressing technical questions, assisting with initial integration for platform testing, and providing ongoing technical guidance.
Onboarding: Manage the entire customer onboarding journey, ensuring a seamless transition and setup.
Customer Advocacy: Serve as a liaison between customers and internal teams, translating customer feedback into actionable insights for product improvement.
Strategic Initiatives: Align team objectives with broader company goals and spearhead key initiatives.
Qualifications:
Experience: 2-5 years in customer support or a related field, with leadership experience. Knowledge of cloud communications and A2P 10DLC mandates (The Campaign Registry) is required.
Project Management: Strong ability to manage multiple projects and priorities simultaneously.
People Management: Proven track record in mentoring and developing staff.
Technical Skills: Familiarity with Cloud Communication APIs, carrier operations, message routing, call processing, and network management.
Problem Solving: Exceptional troubleshooting and critical thinking skills.
Communication: Excellent customer relationship management and communication skills, both verbal and written.
Join Our Team
Being human isn't about checking every box on a list. It's about the experiences we have, the people we meet, and the perspectives we share. If you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems we're solving. We're in this together.
What We Offer:
Joining our team isn't just a job switch; it's a career accelerator. Here's how we'll support you in doing some of the most impactful work of your career:
Full remote/hybrid work arrangement
Flexible work schedule
Flexible time off, including paid vacation and sick leave
Company-sponsored health insurance
Employee stock options
We are proud to be an equal opportunity employer. We truly believe that the intersection of our individual differences creates a better workplace, a better product, and a better world. We do not discriminate based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical conditions), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.
We do not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.
Employment Type: Full-Time
Salary: $ 39,000.00 95,000.00 Per Year
