For millions of teams working in dozens of industries, day-to-day business gets done on the phone. So why—despite the huge leaps we've taken in design and usability—does most business phone software still look, feel, and act like it was born in the 90s? OpenPhone is changing that.
We’re a new type of business phone with a mission to help people communicate better and be more productive.
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We’re backed by Y Combinator and some of the best venture firms around including Tiger Global, Craft Ventures, Slow Ventures, and others. We take pride in providing an exceptional customer experience and a product people love, which is why we’re excited that our customers have rated us the #1 VoIP Provider on G2.
OpenPhone is the modern, sophisticated answer to the clunky, outdated phone systems that have been slowing down businesses for years. And after earning over 25,000 happy customers and $56 million in funding in just four years, it's safe to say we're onto something big.
Do you love helping customers?
Do you thrive in autonomous, fast-paced environments? Do you want to make a major impact at a high-growth startup?
As the Customer Experience Representative at OpenPhone, you’ll represent the voice of the customer to our product team and play a key role in the development of our best-in-class customer service. Alongside your team, you will assist hundreds of customers weekly, making sure they get the most out of using OpenPhone by answering any questions and troubleshooting technical issues.
Here are some things you’ll do
- Support OpenPhone customers and prospects by answering questions via email, phone, and text (using OpenPhone, of course)
- Troubleshoot and resolve technical issues reported by customers
- Escalate and report technical issues to the engineering team
- Communicate technical solutions to customers in a clear and concise manner
- Maintain accurate records of customer interactions and resolutions to issues
- Identify operational inefficiencies and recommend process improvements
- Turn customer questions into useful content - articles, how-to videos, saved replies, etc
- Translate customer needs and feature requests into recommendations for our product team
- Identify potential high-growth accounts and sales opportunities and hand them off to our customer success team
- Create and update internal customer support documentation as needed
- Collaborate cross-functionally with our sales and social media teams to support their customers and ensure their issues are resolved promptly
- Participate in training sessions and team meetings to improve technical and customer service skills
About you
- We're hiring for a range of experience. Preferably, you have 1-4 years of professional experience. (Prior work experience at a startup is a plus!)
- Proven experience in a technical support or customer service role
- You’ve demonstrated skills and passion for handling customer questions and issues resourcefully and with empathy
- You have exceptional writing skills (bonus points for a good sense of humor - telecommunications shouldn't be boring )
- You are a great communicator and have attention to detail
- Strong problem-solving skills and ability to think creatively
- You can troubleshoot technical issues and are not afraid to get into the nitty-gritty
- You are excited about being a part of an early-stage company and want to build alongside a team of passionate people
- You're excited to improve and grow your skill set continually, both inside the current role and grow beyond it
- While you can be based anywhere in the world, most of our customers are in the US & Canada.
We're looking for someone able to work one of the three schedules:
Tuesday-Saturday: 9AM - 5PM PST
Tuesday-Saturday: 10AM - 6PM PST
Sunday - Thursday: 9AM - 5PM PST
Sunday - Thursday: 10AM - 6PM PST
Wednesday - Sunday 9AM - 5PM PST
Wednesday - Sunday 10AM - 6PM PST
As a fully remote company, we thrive asynchronously as a team. We are curious, ambitious, and dedicated to our work. We value trust above all else, and have a strong bias for action. If you're looking for a place to do your life's work, please get in touch. We'd love to hear from you.
And remember, there's no such thing as a 'perfect' candidate. We're looking for optimists with grit and determination, who are excited to face the challenges of a growing startup. OpenPhone is the type of company where you can grow, and we encourage you to apply for this role even if you don't think you meet all the requirements.
We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
