Senior Technical Support Representative

Summary

Join OpenPhone, a leading VoIP provider, as a Sr. Technical Support Representative and play a key role in delivering exceptional customer service. You will assist customers via various channels, troubleshoot technical issues, and collaborate with engineering and design teams. This role involves proactively identifying process improvements, creating customer resources, and advocating for customer needs. You will also contribute to improving the customer experience team and identifying high-growth accounts. OpenPhone offers a competitive salary, equity, and benefits, including extensive medical coverage and a flexible PTO policy. The company values a diverse and inclusive work environment and encourages applications from individuals who may not meet all requirements.

Requirements

• 3–5 years of experience in customer-facing roles
• Empathy & Resourcefulness
• Exceptional writing skills with attention to detail and a friendly, approachable tone
• Tech-Savviness
• Growth Mindset
• Startup Enthusiasm
• Social Media Savvy
• Schedule Flexibility: Availability to work Monday to Friday, 8 AM–4 PM or 9 AM–5 PM PST

Responsibilities

• Assist OpenPhone customers and prospects through email, live chat, phone, text, and social media
• Troubleshoot technical issues, collaborating with the engineering team for timely resolutions
• Proactively identify and recommend process improvements to streamline our operations
• Create and maintain customer resources, such as articles, how-to videos, and saved replies
• Advocate for customer needs by turning feature requests and insights into actionable recommendations for the product team
• Identify high-growth accounts or sales opportunities, collaborating with the Customer Success team for follow-ups
• Keep internal documentation up-to-date to ensure smooth operations within the team

Preferred Qualifications

• Experience at a startup
• Ability to make telecommunications fun

Benefits

• Annual base salary range in the US is $70,000 - $78,000 USD, and in Canada is $80,000 - $89,000 CAD
• Equity
• Extensive medical coverage
• Monthly lifestyle stipend
• Flexible PTO policy