☎ Community Phone
Remote First and Always
At Community Phone, we believe that everyone deserves access to reliable and affordable communication services. We're a mission-driven company, committed to providing exceptional landline service that keeps our customers connected to what matters most- starting with our seniors who deserve a landline service that doesn't just connect them, but protects them. We're also revolutionizing the business landscape by keeping them in constant contact with their customers. No more missed opportunities or frustrating interactions with automated systems. We're not just providing a service; we're fostering relationships.
Our innovative technology enables any traditional landline phone to connect over the cellular network through a SIM card inside of our landline base, ensuring uninterrupted service (with power back-up) without the need for Wi-Fi, while offering best in class software features like robust spam call blocking.
As a venture-backed, Y-Combinator graduate, we've evolved from a small team in 2018 to now ~70 fully remote team members spread across 15 countries and even more time zones. We proudly serve over 20,000 customers and clients, ranging from seniors to small businesses to franchises across the United States. As we continue to grow, we're looking for folks who share our passion for improving the lives of our customers through both technology and human connection.
Join us in redefining the narrative, where communication is personal, secure, and built on trust. Let's connect the dots – one call at a time.
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About the role
We are looking to expand our support team and hiring a
Team Lead, Customer Support. As a Team Lead, you will oversee a team of remote Customer Support Representatives (CSRs) who provide exceptional service to our end customers. Our CSRs handle a variety of inquiries including technical support, troubleshooting, general questions, billing issues, and more. The Team Lead’s mission is to be the senior resource for their team in training, coaching, and development to ensure they perform at their best while maintaining high levels of customer satisfaction and team engagement.
An advanced command of the English language is required for this role.
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You will...
- Leadership & Coaching: Provide regular coaching and feedback to CSRs based on Key Performance Indicators (KPIs). Conduct daily performance reviews, offer individualized coaching, and effectively manage diverse personalities to ensure both high performance and team happiness.
- Performance Management: Monitor and evaluate team performance by reviewing data, pulling reports, listening to calls, and talking to team members. Manage under-performers, support middle performers to achieve their potential, and maintain engagement with high performers. Implement Performance Improvement Plans (PIPs) as needed.
- Customer Interaction: Actively engage with customers to handle escalations, manage complex situations, and address customer concerns. Maintain a hands-on approach to understanding customer needs and ensuring a high level of satisfaction.
- Data Analysis & Reporting: Regularly review performance metrics and customer feedback data. Provide detailed reports and actionable insights to upper management. Offer strategic feedback to improve processes, products, and services.
- Team Culture & Development: Foster a positive service culture by creating an environment where team members feel valued and supported. Promote team engagement and contribute to building trust and rapport among team members.
- Process Improvement: Develop, refine, and implement processes for training, coaching, and feedback. Ensure all team members are well-versed in product knowledge, support procedures, and technology tools.
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You are...
- Have at least 5+ years of experience in customer service or a BPO environment.
- Have at least 2+ years of experience in a Team Lead or Supervisor role.
- A Leader and have a proven track record of effectively managing and coaching teams in a remote environment.
- Calm Under Pressure, excellent at building trust, establishing rapport, and comfortable chatting with a variety of people.
- Strong analytical and empathetic skills, with the ability to interpret data and provide actionable feedback.
- Experienced in handling escalations, complex customer situations, and providing feedback to upper management.
- Able to Adapt quickly to change.
- Excellent in both Verbal and Written English Communication skills.
- A Skilled Multitasker and Organizational by nature.
- Experienced with Hubspot or similar technology.
💰 Compensation
We are hiring globally and paying $8/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.
visit about us for more info!
Join our team and help us lead the market with delightful customer experiences and a supportive, collaborative work environment. If our values resonate with you, we would love to have you on board!
