‚òé Community Phone
Community Phone is building the Toast for phones. We are the friendliest phone company in the country, supporting >20,000 customers nationwide.
Our product is designed around the physical phone -- the desk phone sitting next to your cash register. We are here to make sure you stop missing calls, your team can use the business phone number in the field, and your customers keep coming back. Outside of our business product, we also have a consumer product that blocks millions of phone scams per year.
Our team is ~70 people strong, across 15 countries. We are cash flow positive.
*Join us in redefining the narrative, where communication is personal, secure, and built on trust. Let's connect the dots ‚Äì one call at a time.üåü About the role*As the Customer Support Team Leader for our B2C Voice team, you will be responsible for driving your team‚Äôs performance across CRI, CSAT, Retention, and Expansion. You‚Äôll coach, guide, and develop your team to deliver outstanding customer experiences while maintaining strong operational execution. This role blends people leadership, performance management, data analysis, and cross-functional collaboration. Ten percent of your week will be customer-facing to stay calibrated with customer needs, identify friction points, and ensure coaching is grounded in real interactions.
üöÄ *What You‚Äôll Actually Do*Team Leadership & Performance Management**
*Operations, Attendance, & Scheduling** Manage attendance, punctuality, and adherence for your team. * Build and manage agent schedules to ensure full coverage across shifts. * Handle monthly rotational shift assignments for your team. * Take escalations as needed and step into customer-facing work for calibration.
*Data, Reporting & Insights** Build reports and conduct deep dives into team performance, identifying trends or anomalies. * Report weekly on churn, expansion, CRI, CSAT, AHT, and other indicators. * Raise flags proactively when performance shifts, spikes occur, or process breakdowns appear. * Share insights with the Support Manager and other internal teams to drive continuous improvement.
*Process Improvement & Cross-Functional Collaboration** Identify operational bottlenecks and suggest fixes that improve efficiency or customer satisfaction. * Work with Product, Engineering, Sales, and Marketing teams to surface recurring issues and propose solutions. * Improve documentation, training materials, and playbooks based on real case patterns. * Participate in cross-department initiatives to improve customer experience or internal workflows.
*Hiring, Development & Accountability** Participate in the hiring process by reviewing resumes, conducting interviews, and selecting top candidates. * Own all disciplinary actions, including coaching plans, written warnings, and terminations when required. * Hold team members accountable to expectations, performance targets, and behavior standards. * Calculate bonuses for your team each cycle with full accuracy and transparency.
Customer Experience
üèÜ *What We‚Äôre Looking For** 1+ year of experience managing a team in a Support organization. * 3+ years of overall experience in Customer Support. * Strong communication skills and the ability to simplify concepts, deliver clear feedback, and adapt tone to the audience. * Excellent punctuality and a high standard for accuracy, detail, and clarity. * Analytical mindset with the ability to build reports, run deep dives, and extract meaningful insights. * Conflict resolution chops and the maturity to handle tough conversations. * Vocal, honest, and comfortable raising concerns, escalating issues, or calling out flawed logic. * Strong problem-solving abilities with a bias toward action and improvement. * Adaptable to shifting priorities, new targets, and cross-department projects. * Customer-centric thinking grounded in empathy and quality. * Curiosity and persistence when facing unclear information or complex problems. * Hunger to succeed, experiment, test hypotheses, and iterate toward better performance. * Experience with Support tools like HubSpot, Bright Pattern, Console, Redash, or similar is a plus. * Telecom or tech support experience is a plus.
How Success Will Be Measured
üíô Community Phone Culture
Community Phone has a customer-obsessed culture. We are looking for team members who love our product and mission.
Beyond the job description, here are some traits members of our team share:
We value *Curiosity* and learning in our employees. We promote open-mindedness, embrace mistakes, and encourage challenging questions for personal growth. We create a culture of continuous learning to empower our team to tackle challenges and excel in their roles.
*Efficiency Where it Counts*. We operate lean, optimizing resources to improve our products and deliver a world-class customer experience. We prioritize value over excess, embodying a scrappy and resourceful spirit to achieve our mission and values.
We prioritize taking decisive action over deliberation, recognizing that building a world-class product requires pushing personal limits and taking risks. We believe that a *Bias Toward Action* is essential for achieving our goals and delivering exceptional results to our customers.
We strive for *Transparency* and prioritize open, Direct communication. This helps us resolve issues quickly and build strong relationships with our stakeholders.
We take our work seriously and see it as a reflection of who we are. We're always looking for ways to improve and are open to feedback. We approach our work with a sense of ownership and a desire to deliver the best possible results. By embodying a *Founder Mindset*, we're able to achieve our goals and create exceptional products.
We value a *Caring Mentality*. Our customers come first, and we collaborate to provide exceptional service. We prioritize teamwork over personal accolades, fostering a customer-focused culture that drives our success and promotes a supportive work environment.
