We are a growing VoIP telecommunications company focused on delivering reliable, intuitive communication solutions. We’re looking for a Coordinator Support Operations 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.
Technology lover? You just found your calling. We have a team of 50+ passionate and dedicated people across our offices and joining our team is working in a highly stimulating work environment with opportunities for advancement and personal growth. We give you carte blanche to bring all your creative ideas to the table to keep on fueling our growth.
Due to the nature of the service we provide, you will find yourself assisting customers from all around the world where the main
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 6th 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.