Customer Success Representative

About the Company

Phonely builds conversational voice AI agents for high-volume phone workflows. Our customers use us to qualify leads, book appointments, route calls, and resolve real customer conversations in production.

Responsibilities

• Onboard new SMB and mid-market customers end-to-end
• Run product demos and training sessions
• Monitor account health and proactively identify risks
• Troubleshoot technical issues and escalate to engineering
• Manage inbound support requests and ensure high-quality resolution
• Document customer feedback and relay product insights
• Build and maintain relationships with key account contacts
• Track onboarding metrics and contribute to process improvements
• Collaborate with sales on handoffs and upsell opportunities

Requirements

• 1–3 years in a customer-facing role (customer success, account management, or support)
• Strong written and verbal communication skills
• Ability to learn technical products quickly and explain them to non-technical users
• Organized and proactive with ability to manage multiple accounts
• Genuine interest in AI, voice technology, or SaaS
• High ownership mentality

Preferred Qualifications

• Experience in SaaS, AI, or telecommunications
• Familiarity with APIs, webhooks, or integration workflows
• Previous experience running product demos or onboarding sessions
• Background in a high-growth startup

Benefits

• On-site in San Francisco
• Meals covered
• Quarterly offsites to interesting places
• Meaningful equity