Customer Service Representative

Customer Support & Onboarding Specialist – Communications Platform

Location: Remote

Role Type: Full-Time

About the Role

We are looking for an exceptionally organized, tech-savvy Customer Support & Onboarding Specialist to join our Communication Support team. In this role, you will help our clients set up and optimize integrated text and VoIP phone systems tailored to the luxury industry.

Unlike traditional chat-only support roles, this position is client-facing. You will work directly with clients over video and phone calls, guiding them through technical setups, porting paperwork, and system configurations. Approximately 70% of your time will focus on onboarding new customers, while 30% will involve handling day-to-day technical support.

Key Responsibilities

1. Customer Onboarding & Technical Setup (~70% of the role)

• Paperwork & Number Porting: Meticulously collect, file, and track all necessary administrative documentation to execute seamless phone number porting.

• System Configuration: Configure text and VoIP phone system settings within the platform tailored to each customer's specific operational needs.

• Interactive Onboarding Calls: Conduct live video and phone walkthroughs to guide customers through physical hardware setup and software navigation.

• IVR Setup: Build and optimize custom Interactive Voice Response (IVR) phone trees and automated message flows.

• Vendor Operations: Interface directly with backend telecommunications providers (such as SignalWire) to resolve carrier-level issues and manage technical workflows.

2. Tier 1 & Tier 2 Technical Support (~30% of the role)

• Resolve incoming customer questions and troubleshooting requests related to texting and VoIP functionality.

• Maintain clear documentation and ensure timely follow-ups across support tickets.

What We Are Looking For

• Flawless Communication Skills: Exceptional spoken and written English. You are comfortable, polished, and presentable on video calls with high-end clients in the luxury sector.

• Hyper-Organized Mindset: Exceptional attention to detail. You can manage complex paperwork pipelines and multi-step technical setups without dropping the ball.

• Slightly Technical Focus: Comfortable managing backend settings, working with telecommunications workflows, and learning platform configurations quickly.

• Client-Facing Presence: High emotional intelligence, professional demeanor, and a customer-centric attitude during live calls.

Preferred Qualifications & Bonus Points

• Telecommunications Industry Experience: Prior background working in SMS/VoIP platforms or developer support (e.g., Twilio, SignalWire, or similar CPaaS providers) is a massive plus.

• Experience with SignalWire or Twilio Support: Familiarity with carrier registration, A2P 10DLC compliance, number porting workflows, or CPaaS backend tickets gives you a strong advantage.

Why Join Us?

• High-Impact Role: Be the main point of contact guiding businesses through mission-critical communication setups.

• Direct Client Interaction: Build meaningful relationships with premier customers in the luxury industry.

• Growth Potential: Work closely with a fast-paced, collaborative team with room to scale your responsibilities.