Remote Customer Support and Experience Manager

Summary

Join PhoneHQ as a Customer Support Lead, where you'll lead the support team, troubleshoot technical issues, create user documentation, and ensure top-notch customer service.

Requirements

• 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

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

Benefits

• 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