Director of Customer Support
☎ 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.
If you’ve ever felt the frustration of dealing with mega corporations that nickel and dime you, we get it. No robots, no scams, and definitely no hidden fees. Imagine a world where your call is answered by a human, scams are a thing of the past, and you're not constantly watching your wallet. We prioritize transparency and trust, offering simple contracts that are free from hidden fees.
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 over 80 fully remote team members spread across 15 countries and even more time zones. We proudly serve over 15,000 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.
🌟 About the role
We're searching for a seasoned Customer Support leader to join our team and take our post-sales customer experience to the next level. The ideal candidate has an entrepreneurial spirit and has experience building high-performance Customer Support teams and processes that drive a world-class customer experience, preferably within a rapidly scaling company.
We’re looking for a hands-on leader who is eager to roll up their sleeves and get stuck in! You will have the privilege of overseeing a dynamic and energetic team of Customer Support professionals, each hungry to learn and dedicated to delivering excellence in every interaction with our valued customers. Your responsibilities will extend beyond mere supervision; you will be tasked with inspiring, motivating, and empowering your team to perform at their best, fostering a culture of collaboration, accountability, and continuous improvement.
You are expected to spearhead initiatives to drive continuous improvement in customer experience by identifying opportunities for optimization and innovation across our entire customer journey. Your ability to think strategically and execute initiatives will be pivotal in enhancing efficiency, effectiveness, and scalability across the Customer Support function, ultimately leading to elevated levels of customer satisfaction and loyalty.
In summary, as the Director of Customer Support at Community Phone, you will be a customer-obsessed, problem-solving, team-building powerhouse, entrusted with leading the team that cares for Community Phone's most important asset, our customers.
🚀 You will…
Lead the Charge: By forging a Customer Support team that delivers a world-class customer experience
Be the guardian of customer experience: You will live and breathe our customer experience. Nobody will fight or push harder for the organization to align around the customer experience we deliver.
Be a churn-busting machine: You'll also be in charge of building a deep understanding of the drivers of churn and working tirelessly with the rest of the organization to drive churn down.
Build efficient and scalable solutions: You’ll define, develop and implement scalable workflows and systems that allow us to repeatedly delight our customers.
Work With the Best: You’ll be working with the heads of our Marketing, Sales, and Product departments as well as our CEO to ensure our customers are always front and center of our strategic planning and decision-making.
🏆 You are…
A Systems Thinker: You understand the full customer journey, and you work tirelessly to deliver a customer experience that delights. You know your customer metrics by heart, know the biggest constraints to the customer experience and are bubbling over with ideas for how to address them.
A Scientist: You have designed successful (and unsuccessful) experiments before and built the analytics required to know if they are successful. You are tireless in identifying and testing a wide range of hypothesis
A Customer’s Advocate: You will be the voice of the customer in every interaction across our business.
A Tinkerer: You know how to balance optimizing vs. overhauling, and you’ll work with other departments on the nitty gritty details to deliver meaningful change.
A Proven Leader: Experienced in managing and leading Customer Support/Success teams within a scaling organization.
💙 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.
💸Compensation
Our range is up to $140,000 for this position. Total compensation is based on several factors that are unique to each candidate. These factors include (but are not limited to) job-related knowledge and skill set, depth of experience, certifications and/or degrees, and specific work location.