Coordinator Support Operations

We are a growing VOIP telecommunications company focused on delivering reliable, intuitive communication solutions. We’re looking for a Customer Experience Optimization Lead to own and continuously improve our customer-facing knowledge, support tools, and engagement workflows.

This role plays a critical part in ensuring customers receive timely, accurate, and consistent support while driving operational improvements across the organization.

VoIP.ms... who?

VoIP.ms is a state-of-the-art Montreal-based VoIP provider with offices in Canada and Mexico. We provide high-caliber communication solutions to over businesses, resellers and residential customers all across the globe.                               

 

Your Key Responsibilities

 

Operational Continuous Improvement

• Manage configuration, content, and workflows for chat and ticketing systems. Work with Team Coordinators to ensure optimized assignation, activity monitoring, and resolutions.
• Review process improvements proposed by Team Coordinators and coordinate training of Customer Support Team.
• Develop and maintain reporting solutions required to solve gaps in operational visibility and identify bottlenecks in the Customer Experience journey.
• Ensure support tools are optimized for efficiency, scalability, and quality of service.
• Act as the second line of escalation after Team Coordinators and before the Customer Support Director.
• Schedule and conduct custom chat or phone sessions with high-visibility or strategic customers.
• Serve as first-line support contact for the Marketing department.

Metrics, KPIs & Analysis

• Define, track, and monitor KPIs related to customer support and experience performance.
• Analyze trends and identify department issues, bottlenecks, or inefficiencies.
• Propose data-driven solutions and process improvements for both the department and the broader organization.

Cross-Functional & Special Projects

• Collaborate with Product, Marketing, and Operations teams on cross-functional initiatives.
• Develop special projects, reports, or documentation resulting from operational or leadership meetings.
• Support strategic initiatives that improve customer satisfaction and operational effectiveness.

Community & Customer Engagement

• Act as a brand ambassador, ensuring professional, helpful, and consistent communication.
• Coordinate the moderation, monitoring, and response to customer inquiries in the community forum.

Customer Knowledge & Content Management

• Establish the structure for the updated company Wiki/ knowledge base. Monitor, moderate, update, and manage the creation of content.
• Ensure documentation remains accurate, up to date, and aligned with product releases.
• Identify content gaps and proactively develop new documentation and guides.

In-App Guidance & Customer Journeys

• Optimize, update, and create new tutorials experiences, flows, and in-app messaging for the customer portal using Appcues or similar experience management software,
• Work closely with the Product Owner to enhance, simplify, and improve customer journeys and reduce Customer Support interactions.
• Use customer feedback and behavioral data to refine onboarding and feature adoption flows.

Skills Required

• Experience in customer support, customer experience, or operations (telecom, SaaS, or VOIP industry experience preferred).
• Strong written and verbal communication skills.
• Experience managing knowledge bases, helpdesk platforms, live chat tools, or community forums.
• Familiarity with in-app guidance tools such as Appcues (or similar).
• Strong analytical skills with experience creating and monitoring KPIs.
• Ability to identify problems, propose solutions, and drive improvements.
• Comfortable working cross-functionally with Product, Marketing, and Operations teams.

 

Our Perfect Candidate

• Experience in a VOIP or telecommunications environment.
• Understanding of customer journey mapping and onboarding best practices.
• Experience supporting high-visibility or enterprise customers.
• Familiarity with CRM or customer analytics tools.

So basically, why VoIP.ms?

We Offer:

• All Mexican law benefits (incl. IMSS, INFONAVIT).
• Some great benefits above the Mexican law including food support (from day 1), and Medical, Dental, and Life Insurance (from your 6^th month)
• Great work environment and offices in a great location in front of the Great Plaza. (P.S. We are currently work from home);
• Fixed schedule, no surprises.
• 8-hour days, and 5-day work weeks.

 

Ready? Apply with us now.