Opportunities at Craft portfolio companies


Porting Specialist (T2)



Canada · Remote
Posted on Monday, June 24, 2024

For millions of teams working in dozens of industries, day-to-day business gets done on the phone. So why — despite the huge leaps we've taken in design and usability — does most business phone software still look, feel, and act like it was born in the 90s? OpenPhone is changing that.

We’re a new type of business phone with a mission to help people communicate better and be more productive.

We’re backed by Y Combinator and some of the best venture firms around including Tiger Global, Craft Ventures, Slow Ventures, and others. We take pride in providing an exceptional customer experience and a product people love, which is why we’re excited that our customers have rated us the #1 VoIP Provider on G2.

OpenPhone is the modern, sophisticated answer to the clunky, outdated phone systems that have been slowing down businesses for years. With thousands happy customers and several rounds of funding in just five years, it's safe to say we're onto something big.

About the Role:

The T2 Porting Representative at OpenPhone is a dynamic problem-solver and product expert. You'll manage queue work, handle escalations, triage tickets, and participate in project work. This position offers great growth opportunities to potentially evolve into a team lead role.

Key Responsibilities:

  • Expertise Development: Become a porting and OpenPhone product expert, tackling any challenge with enthusiasm.
  • Problem-Solving: Address complex problems creatively and effectively.
  • Escalation Handling: Manage and resolve escalations promptly.
  • Ticket Triage: Prioritize and manage tickets to ensure timely resolutions.
  • Project Participation: Engage in projects aimed at improving processes and workflows.
  • Continuous Feedback: Provide regular feedback, take direction well, and adapt to new procedures and workflows.

Required Skills and Experience:

  • Customer-Facing Experience: 2+ years in a customer-facing role
  • Communication Skills: Ability to explain technical issues to non-technical individuals clearly.
  • Help Desk Familiarity: Experience with help desk programs (Zendesk, salesforce etc.)
  • Attention to Detail: Meticulous with strong time management skills.
  • Operational Experience: Understanding of operations as it relates to scaling support operations.
  • Project Management: Interest or experience in project planning and management.
  • Multi-Tasking: Ability to manage multiple priorities simultaneously.
  • Expectation Setting: Strong skills in setting and resetting expectations with coworkers.
  • Solutions-Oriented: Focused on finding solutions in every situation.
  • Creative Troubleshooting: Ability to troubleshoot creatively within applicable rules and regulations.

Nice to Have:

  • Startup Experience: 1+ years working at a startup, especially during a growth period.
  • Telecom Knowledge: 1+ years working in telecom or equivalent industry knowledge.
  • SQL: Basic knowledge or experience.
  • Data Analysis: Experience with data analysis.
  • Scaling Operations: Background in scaling programs or teams in a high-growth company.
  • People Management: Experience or a strong desire to develop people management skills.

As a fully remote company, we thrive asynchronously as a team. We are curious, ambitious, and dedicated to our work. We value trust above all else, and have a strong bias for action. If you're looking for a place to do your life's work, please get in touch. We'd love to hear from you.

And remember, there's no such thing as a 'perfect' candidate. We're looking for optimists with grit and determination, who are excited to face the challenges of a growing startup. OpenPhone is the type of company where you can grow, and we encourage you to apply for this role even if you don't think you meet all the requirements.

We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.