Customer Support Representative

Canaan Partners; Philippines; On-site; PHP 509,000 - 593,000; Full time

Job summary

Community Phone is seeking Customer Support Representatives to delight our landline users with excellent English communication. The role focuses on tracking customer concerns, cross-functional collaboration to remove obstacles, and delivering an extraordinary experience.

You will work to understand churn reasons and craft solutions, while identifying upsell opportunities that save customers money. We hire globally and offer a base pay of $6/hour with potential commission.

Qualifications

• Advanced command of the English language is required.
• Excellent verbal and written English communication.
• Calm under pressure with the ability to establish rapport with a diverse audience.
• Able to adapt quickly to changes in a fast-paced environment.
• Experience with Zendesk, Hubspot or similar customer-support tools.

Responsibilities

• Track customer concerns, identify trends, and drive calls.
• Work cross-functionally to remove customer obstacles.
• Ensure every customer has an extraordinary experience.
• Understand why customers wish to cancel and work on solutions to keep them satisfied.
• Listen for opportunities to upsell our products and services that will save customers money and solve issues.

Skills

Calm under pressure

Kind

Adaptability

Verbal & Written English

Multitasking & Organization

Tools

Zendesk/Hubspot or similar tech

Job description

Community Phone

Community Phone is building the best phone for communities in America. We are your hair salon’s business phone, how your auto-body shop texts you or gets appointments, your local government agency’s operations line, and your mom’s phone that she sometimes answers on her computer. We have more than 20,000 customers today, and are building the missing phone.

Our team is ~80 people strong, across 15 countries. We are growing quickly, backed by Y Combinator Accelerator and Y Combinator’s Continuity Fund. We are customer-obsessed to the core. When we had a major network outage, everyone from recruiters to engineers to marketers to customer support agents got on the phone with our customers. Our team exemplifies our purpose. Join us on our mission to make it as easy as possible for communities to communicate.

We are looking to expand our support team and are hiring Customer Support Representatives who love to delight our landline users. An advanced command of the English language is required for this role.

You will...

• Track customer concerns, identifying trends, and driving calls
• Work Cross-Functionally to remove customer obstacles
• Ensure every customer has an extraordinary experience
• Understand why customers wish to cancel and working on solutions to keep customers satisfied
• Listen for opportunities to Upsell our customers on additional products and services that will save them money and solve their issues

You are...

• Calm Under Pressure, excellent at establishing rapport, and comfortable chatting with a variety of people
• Kind to your core
• Able to Adapt quickly to change
• Excellent in both Verbal and Written English Communication skills
• A Skilled Multitasker and Organizational by nature
• Experience with Zendesk, Hubspot or similar technology

Compensation:

We are hiring globally and paying $6/hour as a base salary with additional commission potential

Shifts:

Our shifts are US timezone based, we are open every day from 9 am EST to 9 pm EST, you can expect to work on weekends on a rotating basis

Community Phone Culture

Community Phone has a customer-obsessed culture. We are looking for team members who love our product and mission and see the remote first environment as a bonus.

Beyond the job description, here are some traits members of our team share:

We value Curiosity and learning in our employees. We promote open-mindedness, embrace mistakes, and encourage challenging questions for personal growth. We create a culture of continuous learning to empower our team to tackle challenges and excel in their roles.

Efficiency in everything. We operate lean, optimizing resources to improve our products and deliver a world-class customer experience. We prioritize value over excess, embodying a scrappy and resourceful spirit to achieve our mission and values.

We prioritize taking decisive action over deliberation, recognizing that building a world-class product requires pushing personal limits and taking risks. We believe that a Bias Toward Action is essential for achieving our goals and delivering exceptional results to our customers.

We strive for Transparency and prioritize open, Direct communication. This helps us resolve issues quickly and build strong relationships with our stakeholders.

We take our work seriously and see it as a reflection of who we are. We're always looking for ways to improve and are open to feedback. We approach our work with a sense of ownership and a desire to deliver the best possible results. By embodying a Founder Mindset, we're able to achieve our goals and create exceptional products.

We value a Caring Mentality. Our customers come first, and we collaborate to provide exceptional service. We prioritize teamwork over personal accolades, fostering a customer-focused culture that drives our success and promotes a supportive work environment.