Carrier Operations Specialist - (Remote in Brazil or Mexico)
Cloudtalk
Contract
Remote friendly
South America
Job Title: Carrier Operations Specialist 💼
About CloudTalk 🌐
CloudTalk is an AI-powered business communication platform revolutionizing the way modern businesses manage calls and messages. Empowering businesses worldwide, CloudTalk enables meaningful conversations and drives revenue growth. Backed by a $28 million Series B investment in January 2024, we support over 4,000 sales and support teams, including scale-ups like Deel and TIER, as well as industry giants such as Nokia and Mercedes.
With a team of 140+ professionals from 20+ nationalities, we embrace a global presence, offering both onsite opportunities in Prague and Bratislava, as well as fully remote work options. Together, we're on a mission to create a unified ecosystem for sales and customer service communication, fostering productive and impactful conversations.
Join Our Carrier Operations Team 🚀
We're seeking an exceptional individual to join our dynamic Carrier Operations team, initially focusing on our phone number provisioning process. Your expertise will play a vital role in ensuring our customers leverage CloudTalk to its full potential. While prior experience in the telecommunications industry or phone software isn't mandatory, a background in customer support, compliance, KYC, and account verification within a structured industry will give you an edge.
Key Responsibilities 📱
- Manage daily number provisioning, porting requests, and messaging registrations for our customers.
- Ensure customers adhere to local country regulations, guiding them through potentially confusing regulatory processes with kindness and empathy.
- Offer alternative solutions when initial customer requests can't be met, demonstrating a proactive approach to problem-solving.
- Maintain and update internal knowledge bases with the latest information from regulators and carriers, keeping abreast of coverage, pricing, and requirements for global phone numbers.
- Collaborate with Sales and CSM teams to onboard new accounts effectively, leading onboarding calls as needed.
- Investigate and escalate number-related issues and call reachability concerns to L2 support or carriers, ensuring prompt resolution.
- Assist with account verifications, KYC, law enforcement requests, and fraud monitoring, contributing to our robust security measures.
- Handle additional compliance and administrative tasks as required, demonstrating your versatility and adaptability.
Your Ideal Profile 💼
- Shift Availability: Willingness to cover the specified shift timings (15:30-00:00 CET/ 10:30 - 19:00 SP time).
- Language Proficiency: Fluency in English and either Spanish or Portuguese, enabling seamless communication with our diverse customer base.
- Relevant Experience: Background in customer support, compliance, or KYC and account verification, ideally within a strictly regulated industry.
- Organizational Skills: A highly organized individual with meticulous attention to detail, ensuring accuracy in all operational tasks.
- Resilience: Ability to remain composed and unfazed by bureaucratic challenges and red tape.
- Proactive Problem-Solving: A proactive mindset that thrives on identifying and resolving challenges effectively.
- Empathetic Approach: Genuine empathy and a willingness to go the extra mile to support customers, prioritizing their satisfaction.
- Continuous Learning: A thirst for knowledge and a keen interest in staying up-to-date with the latest technologies and industry trends.
Why You'll Love Being a CloudTalker 🏖
At CloudTalk, we believe in creating an exceptional work environment that empowers our team members to thrive. Here's what you can expect as a CloudTalker:
- Unlimited Paid Time Off: Enjoy unmatched flexibility with unlimited paid time off and dedicated volunteering days.
- Recharge Fridays: Unwind and recharge every quarter with our Recharge Fridays.
- 100% Remote Work: Embrace a work-from-anywhere lifestyle with our fully remote work option.
- Flexible Working Hours: Tailor your work schedule to your preferences with flexible working hours.
- Referral Bonuses: Earn rewards for recommending talented individuals to join our team.
- Home Office Budget: Receive a budget to set up your ideal home office.
- Fitness Allowance: Stay active and healthy with our fitness allowance.
- Team Building: Connect with colleagues through virtual and physical team-building events.
- 1-1 Coaching: Benefit from personalized coaching sessions with our resident communications advisor.
- Learning and Development: Access our Leaders Academy and Learning and Development Budget to enhance your skills and knowledge.
- Company Merchandise: Show your CloudTalk pride with exclusive company merchandise.
- MacBook for Work: Work seamlessly with a company-provided MacBook, fully reimbursed by CloudTalk.
Our Hiring Process 🔍
- Intro Call: Connect with our Talent Acquisition team for an initial conversation about the role and company.
- Interview with Hiring Team: Engage in an in-depth interview with members of the hiring team to assess your fit for the position.
- Values-Fit Call: Discuss our company values and ensure alignment during a dedicated values-fit call.
- Job Offer: Receive a job offer if you successfully navigate the hiring process.
Join the CloudTalk Journey 🚀
Embark on a rewarding career at CloudTalk, where you'll be part of a passionate team shaping the future of business communication. Apply now and become a CloudTalker!