Carrier Operations Specialist

🚀 Join a Fast-Growing SaaS Company & International Team
📍 Work 100% Remote
💡 1:1 Coaching Sessions with our Resident Coach

Please send your CV in English

About CloudTalk:

Powered by a January 2024 $28 million Series B investment from top investors like KPN Ventures, Lead Ventures, Point 9, and HenQ, CloudTalk's AI-powered business communication platform helps 4,000+ sales and support teams make customer experience the greatest competitive advantage for driving more revenue. 

CloudTalk works seamlessly for businesses of all sizes, from scale-ups like Deel and TIER to big players like Nokia, Glovo and Rakuten. Modern businesses all around the world can lead meaningful conversations while managing calls and messages from one place. 

CloudTalk is on a mission to create a unified ecosystem for sales and customer service teams' communication where every professional can engage in more productive and meaningful conversations.

Challenge Ahead:

We are looking for a new member to join our Carrier Operations team, initially starting on our phone number provisioning process. 

You don't necessarily need any prior experience or knowledge with telco carriers or phone software to succeed in this role, but a background in customer support, compliance, or KYC and account verification, within a strict or regimented industry will be a huge advantage.

You will be responsible for phone number order management and configuration, porting, and other telco carrier-related support to help our customers use CloudTalk to the fullest. 

Since you will be guiding our customers through regulatory processes that may be new or confusing to them, we are looking for a candidate who is kind, empathic, and patient. You should have a perfect eye for detail and data accuracy, to handle detailed compliance and operational work.  We are happy to teach you all the rest.

What's in it for you:

• 🤖 Product: Be part of building the world’s 🤖 #1 AI business communication platform!
• 🚀 Growth: Take advantage of personal and professional growth opportunities, with a clear path for advancement
• 🤝 Community: Join a vibrant global community of CloudTalkers. Check out our Instagram for a sneak peek of Life at CloudTalk! 🌍

What you'll work on:

• Handle daily number provisioning, porting requests, and messaging registrations for customers.
• Ensure customers are compliant with local country regulations.
• Understand customers’ needs and be able to offer alternate solutions when we can’t meet their initial request
• Maintain internal knowledge bases with up-to-date information from regulators and carriers about coverage, prices, and requirements of global phone numbers.
• Assist Sales and CSM teams in onboarding new accounts, leading onboarding calls when required
• Investigate and escalate issues with numbers and call reachability to L2 support or carriers.
• Assist with account verifications, KYC, law enforcement requests, and fraud monitoring
• Handle other compliance and administrative tasks 

What makes you a great fit:

• You are willing to cover shift time mentioned above (15:30-00:00 CET/ 10:30 - 19:00 SP time)
• You speak English and Spanish fluently, or Portuguese is a huge plus
• You have a background in customer support, compliance, or KYC and account verification
• You are highly organized and have perfect attention to detail
• You are not easily frustrated by bureaucracy and red tape
• You are proactive and enjoy problem-solving
• You are empathetic and will take that extra step to help the client,
• You are hungry for knowledge and new technologies
• You are empathetic and put the customer first

Why you will love to be a CloudTalker:

Growth:
💡 1-1 Coaching sessions with our resident communications advisor
📚 Leaders Academy & Learning and Development Budget

Flexibility:

🏖 Unlimited Paid Time Off
🎗️ Volunteering Days
🤩 Home office budget
💻 MacBook for work 

Well-being:
🏖Recharge Fridays once per quarter
🏋🏼‍♀️Fitness Allowance

Connectedness:
💲 Referral bonuses
👥 Virtual & physical team buildings
👕 Company merchandise

What to expect from our hiring process:

• 30min Call with our Talent Acquisition team
• 60min Interview with the Hiring team
• 30min Culture Call
• Offer

By submitting your application, you acknowledge that Cloudtalk will process your personal data based on Cloudtalk’s legitimate interest in finding the most suitable candidate and a pre-contractual relationship with you. For more information on how Cloudtalk processes your personal data, please refer to our Privacy Notice.