Team Captain, Client Services (Cloud Communication)

TL;DR

Team Captain, Client Services (Cloud Communication): Managing a technical support team to provide proactive and reactive support for cloud communication services with an accent on employee development and operational excellence. Focus on optimizing call center metrics, coaching support specialists, and improving customer experience through strategic process improvements.

Location: Remote (Must be based in the United States)

Salary: $60,000 - $70,000 / year

Company

A leading provider of cloud communications and collaboration technology designed to help companies connect more effectively.

What you will do

• Manage a remote team of support specialists, ensuring high-quality proactive and reactive support for customers and partners.
• Coach team members on performance expectations, case quality, and product suite expertise.
• Monitor and optimize call center metrics including Support Experience (CSAT), FCR, productivity, and schedule adherence.
• Analyze user feedback and data for Voice services to identify trends and present findings to stakeholders.
• Collaborate with Product, Engineering, and Account Management teams to ensure support alignment and manage major incident procedures.
• Develop and maintain internal and external support documentation and manage workloads in Oracle Soft Cloud.

Requirements

• Must be based in the United States.
• Bachelor’s degree or 5-7 years of experience in Technical Support or a customer-facing technical role.
• 3+ years of experience in a managerial role, preferably in a remote environment.
• 3+ years of experience working within a Technical Call Center Environment.
• Certifications: SSCA, SSVVP, or CompTIA Network+.
• Advanced technical knowledge of Cloud Communication Voice Services.

Culture & Benefits

• Fast-paced work environment built on teamwork, transparency, and mutual accountability.
• Strong internal growth opportunities with a history of promoting from within.
• Fully remote work arrangement.
• Inclusive company culture committed to diversity, equity, and equal opportunity.

Hiring process

• Application review.
• Interview/Evaluation phase.
• Hiring decision.