Team Captain, Client Services (Cloud Communications)

Location: Fully remote within the United States

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

Company

Leading provider of cloud communications and collaboration technology focused on helping companies connect better.

What you will do

• Manage and coach a team of support specialists in a remote environment to ensure high-quality customer interactions.
• Monitor and optimize call center metrics, including CSAT, FCR, productivity, and schedule adherence.
• Analyze voice service data to identify top user issues and present findings to stakeholders.
• Conduct weekly, monthly, and annual performance reviews to drive employee development.
• Create and maintain internal and external support documentation.
• Collaborate with Product, Engineering, and Account Management teams to ensure support alignment.

Requirements

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

Culture & Benefits

• Fully remote work arrangement.
• Fast-paced environment built on teamwork, transparency, and mutual accountability.
• Strong internal growth culture with a history of promoting from within.
• Opportunity to work with a leading provider in the cloud communications space.

Hiring process

• Application review.
• Interview and evaluation process.
• Hiring decision.