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Customer Support Manager, A2P 10DLC (Remote)



Customer Service
Los Angeles, CA, USA
Posted on Sunday, May 26, 2024
About Telgorithm. We started Telgorithm with one powerful idea: to simplify the cloud communications go-to-market and compliance journey for every SaaS company. In our more than 18 years of cloud communications and SaaS experience, we've learned that creating an extraordinary product and customer experience is an iterative process that requires maniacal focus. SaaS companies spend millions of dollars and hours to achieve the extraordinary for their customers, their cloud communications stack is no exception.

About Us. We are passionate about SaaS and about telecom. We are growing quickly and are looking for hungry leaders that want to make a large impact in the world. We are building an organization that is steeped in cultural and intellectual diversity. Our people will be tasked with solving seismic challenges, supported by an organization that prioritizes employees first. If you find yourself thinking at the end of each day, "how do I continue to delight my customers?", then Telgorithm might be the company for you.

The Role. As the Customer Support Manager (A2P 10DLC) at Telgorithm, you will be instrumental in shaping and scaling our Technical Customer Support team. This role is pivotal in managing the customer onboarding process, addressing mid-level escalations, and driving enhancements in our processes to maximize customer satisfaction. Additionally, experience with cloud communications and A2P 10DLC is essential for effectively supporting our customers and ensuring seamless integration and compliance with industry standards.

Reporting to: CEO

What you'll do

  • Leadership: Supervise and mentor the support team, promoting a culture of high performance and collaboration. Prepare the support team to scale effectively with the company's growth.
  • Escalation Management: Manage mid-level customer service issues, providing timely and effective solutions.
  • Process Optimization: Innovate and refine support processes to improve customer experience and operational efficiency.
  • Documentation: Create, maintain, and update comprehensive guides to help customers understand our services and compliance requirements.
  • Reporting: Generate and maintain monthly reporting to evaluate key metrics, ticket analysis, performance, and customer feedback.
  • Sales Engineering: Act as a technical liaison during the sales cycle, addressing prospects' technical questions, assisting with initial integration for platform testing, and providing ongoing technical guidance beyond the scope of the sales team.
  • Onboarding: Manage the entire customer onboarding journey from start to finish, ensuring a seamless transition and setup.
  • Customer Advocacy: Act as a liaison between customers and internal teams, translating customer feedback into actionable insights for product improvement.
  • Strategic Initiatives: Align team objectives with broader company goals and spearhead key initiatives

What you'll bring

  • Experience: 2-5 years in customer support or a related field, ideally with leadership experience. Knowledge of cloud communications and A2P 10DLC mandates (The Campaign Registry) is required.
  • Project Management: Strong ability to manage multiple projects and priorities simultaneously.
  • People Management: Proven track record in mentoring and developing staff.
  • Technical Skills: Familiarity with Cloud Communication APIs, carrier operations, message routing, call processing, and network management.
  • Problem Solving: Exceptional troubleshooting and critical thinking skills.
  • Communication: Excellent customer relationship management and communication skills, both verbal and written.

Join Our Team:

Being human isn't about checking every box on a list. It's about the experiences we have, the people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together.

What We Offer:

Joining our team isn't a job switch, it's a career accelerator. Here's how we'll support you in doing some of the most impactful work of your career:

  • Full remote/hybrid work arrangement
  • Flexible work schedule
  • Flexible time off; including paid vacation and sick leave
  • Company-sponsored health insurance
  • Employee stock options

Telgorithm is proud to be an equal opportunity employer. We truly believe that the intersection of our individual differences help to create a better workplace, a better product, and a better world. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

Telgorithm does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.