Customer Support Lead for Cloud Phone Service Startup in Constanţa

About the company: PhoneHQ is a new cloud phone solution from Channels.app that makes it easy for businesses to connect with their customers and team members. With PhoneHQ, you can make and receive calls and manage your voicemail all from one easy-to-use platform. PhoneHQ is perfect for businesses of all sizes, from small startups to large enterprises. It's also ideal for businesses looking to improve customer service, increase sales, or simply streamline communications. About the role: As a Support Specialist, you will be responsible for providing exceptional customer support to our users. You will troubleshoot technical issues, answer questions, and provide guidance on how to use our products and services. What you'll do: Provide world-class technical support to customers via phone, email, and chat Troubleshoot and resolve technical issues Answer customer questions about our products and services Provide guidance on the use of our products and services Maintain a positive and professional attitude at all times Develop and maintain up-to-date technical documentation and knowledge base articles to support customers and team members Proactively identify and address potential issues to prevent them from impacting customers As a leader, you will also be responsible for Establish and maintain a clear support process.  Monitoring and measuring the support process.  Continuously improving the support process. Helping to select the tools used in the support service process. This role may be right for you if you are: Excellent written and verbal communication skills Understanding of English-speaking cultures and customs Excellent organizational skills to manage multiple tasks and work effectively with internal teams and clients Strong problem-solving skills with a knack for identifying issues and implementing effective solutions Team player with the ability to adapt to changes in workload, systems and processes. Ability to multi-task, prioritize, and maintain attention to detail. Self-motivated, positive and friendly demeanor; ability to remain calm and professional in all situations. Call center or technical support experience highly desirable. Comfortable working a variety of hours (we plan to start customer service from 2pm-10pm and expand to 24/7)  What we offer in return: A career where your work makes a difference. A stable income with a good salary. Ongoing professional development and growth. The opportunity to own your part of the business without the risks of owning your own business. Influence and decision-making power at the client service department level. A collaborative and supportive work environment....and more!