Apexchat

We are seeking a JR. Systems Specialist with a minimum of three years of extensive experience with the 8x8 platform. The ideal candidate will be responsible for live-monitoring agents, optimizing 8x8 system usage, and improving workflows through Zapier automation. This role reports directly to the Director of Call Center Services and involves collaboration to ensure seamless contact center performance. This position is remote, but you must be based in the United States and pass a clear background check. You must be ready to start within 4-7 days of hire. Key Responsibilities: - Live-monitor agents to ensure efficient use of 8x8 systems. - Ensure optimal usage of all 8x8 features, identifying areas for improvement. - Build and maintain 8x8 systems, including the Contact Virtual Center, Dashboards, Call Quality, and Intake Forms. - Create and manage workflows using Zapier (Zap Paths, Tables, Interfaces). - Be available for on-call duties (weekends and holidays). - Troubleshoot and resolve any 8x8-related system issues in real-time. - User Account and Permissions Management: Oversee the creation, modification, and management of user accounts, ensuring agents have the correct access and permissions. - Network and System Monitoring: Continuously monitor the 8x8 platform to ensure optimal performance and troubleshoot any system issues. - Data Backup and Security: Implement backup operations and ensure the security of system data to protect against data loss or unauthorized access. - Collaboration with Vendors: Work with vendors to address technical issues, procure new technology solutions, or assist in system upgrades. - Documentation: Maintain comprehensive documentation of system configurations, updates, and procedures to support future troubleshooting and compliance. - Automation and Scripting: Develop and implement scripts or automation tools to streamline routine tasks and optimize system operations. - Problem-Solving and Root Cause Analysis: Investigate and resolve recurring technical issues by analyzing logs and performance metrics. - Disaster Recovery and Failover Procedures: Contribute to disaster recovery plans to minimize downtime during emergencies or system failures. Requirements: - 3+ years of experience working with 8x8 systems (must provide a portfolio or video presentation demonstrating experience). - Proven experience with Zapier for workflow automation and optimization. - Excellent written and verbal communication skills. - Availability for on-call duties, including weekends and holidays. - Ability to work remotely with full-time availability (8 am - 5 pm EST) or (10 am - 7 pm EST). - Must have personal equipment, including: - Two monitors minimum - High-speed internet with backup - USB noise-canceling headset - Distraction-free home office - Must be based in the United States and able to pass a clear background check. What We Offer: - Competitive salary ($40K - $80K depending on experience). - Comprehensive benefits package. - Fully remote work with flexible hours. - Opportunities for growth and collaboration with senior leadership. How to Apply: Submit your resume, cover letter, and a portfolio or video presentation of your experience to mia@blazeo.com. We are hiring within 4-7 days, so don’t wait!

Call Center Manager/Director Location: Remote (US-based) Reports to: VP of Customer Success Job Summary: We are seeking an experienced and dynamic Call Center Manager/Director to oversee the daily operations of our 24/7 remote call center. This leader will manage all aspects of the call center, ensuring agents meet performance standards, optimizing billable capacity, improving answer times, and driving key metrics. The ideal candidate will have at least 3 years of experience running a call center independently and will be capable of handling operational, customer-facing, and de-escalation responsibilities. This position requires expertise in data analysis, scheduling, budgeting, churn mitigation, and meeting industry standards. Bilingual candidates are a plus. Key Responsibilities: - Operational Leadership: - Oversee the 24/7 remote call center, maintaining service levels, agent performance, and customer satisfaction. - Develop processes to meet industry standards for metrics such as handle time, first call resolution, and answer speed. - Represent the company in customer meetings and calls, providing professional and timely responses. - Data Analysis & Performance Optimization: - Analyze and leverage data to improve key metrics, such as answer times, abandoned call rates, and billable minutes. - Develop and track KPIs, implementing actionable steps to meet goals. - Team Management & Development: - Recruit, train, and manage remote agents, ensuring adherence to performance and company standards. - Provide ongoing coaching and development to foster a culture of dependability and accountability. - Scheduling & Workforce Management: - Create and manage schedules for remote agents, ensuring adequate staffing 24/7. - Use workforce management tools (e.g., Erlang) to predict call volume and adjust schedules as needed. - Budget & Financial Management: - Manage the call center budget, including payroll and resource allocation. - Monitor financial metrics to maintain profitability and reduce costs. - Customer Engagement & Retention: - Engage directly with customers to resolve escalations, using proven de-escalation strategies. - Develop and implement churn mitigation and retention strategies to maintain customer relationships. - Participate in customer meetings as needed, representing the company professionally. - Compliance & Quality Control: - Ensure compliance with regulations and company policies. - Implement and monitor quality assurance processes. - Reporting & Communication: - Report regularly to senior management on key metrics, budgets, and challenges. - Collaborate with other departments to align business objectives. - Process Improvement: - Lead initiatives for continuous improvement, driving process changes that enhance service quality and agent productivity. Key Qualifications: - Experience: - 3+ years in a Call Center Manager/Director role, particularly in a 24/7 environment. - Proven experience running a call center independently from startup or high-growth environments. - Demonstrated success in meeting performance metrics in areas such as answer times and billable capacity. - Experience in churn mitigation and customer retention strategies. - Skills: - Expertise in scheduling and workforce management in a 24/7 operation. - Strong data analysis skills for optimizing performance. - Experience with budget and payroll management. - Proven experience in de-escalation strategies and managing customer relationships. - Ability to manage remote teams and enforce accountability. - Excellent written and verbal communication skills, customer-facing professionalism required. - Bilingual (preferred). - Technical Skills: - Proficiency in call center software (e.g., 8x8, LawRuler) and workforce management tools (e.g., Erlang). - Advanced Excel skills and familiarity with data analytics platforms. - Experience with CRM systems and quality assurance platforms. Tech Requirements: - Reliable high-speed internet with a backup for connection drops. - A computer with a minimum of 16GB RAM and 512 GB storage (no Chromebooks). - A quiet workspace free from distractions. - USB-plugged headset (no Bluetooth or AirPods), mouse, and dual screens. - Active and up-to-date malware/anti-virus software. Additional Information: - Must reside in the United States and be eligible to work in the US. - Contingent on a clear background check. - Compensation: Base salary plus performance-based bonus. - Schedule: M-F with availability on weekends as needed. Flexibility in schedules is mandatory. - Customer-facing role with professional communication required for customer meetings and escalations.

THIS IS A REMOTE POSITION! You must reside in the US to apply and have a distraction free environment with stable internet. Sales Manager, Customer Success Dept. is a strategic leader responsible for overseeing the Client Partner team, with a primary focus on driving upsell growth, reducing churn, and ensuring the highest levels of customer satisfaction. You will lead the continued development and implementation of customer success strategies that align with our business objectives, optimizing processes to achieve and exceed KPIs and OKRs. You will be a trusted advisor, reporting directly to the VP of Customer Success, contributing to the long-term growth and retention of our customer base. This person should be of caliber, be it background/experience or through training with our VP and other modules, and desire to grow into a Director of the department...... Read the bottom to learn more about your new boss!! Are you in?! Key Responsibilities: - Leadership & Strategy: - Lead, mentor, and develop a high-performing Customer Success team, ensuring they are equipped to meet and exceed growth and retention goals. This includes hiring, performance/development plans and growing team. - Develop, own, and continuously improve the customer success journey, from onboarding to renewal, to drive measurable outcomes. - Work closely with the VP of Customer Success to set and execute strategic goals, OKRs, and KPIs for the department. - Customer Growth & Retention: - Drive upsell and cross-sell opportunities within the existing customer base to achieve growth targets. - Design and implement churn reduction strategies, with a focus on proactive customer engagement and risk mitigation. - Serve as a champion for customer needs, advocating for product and service improvements based on customer feedback. - Process Development & Optimization: - Own the end-to-end process for customer success, including defining key milestones and touchpoints across the customer lifecycle. - Optimize the use of HubSpot and other CRM tools to leverage automation while maintaining a personalized customer experience. - Develop and document scalable processes that support efficiency, accuracy, and consistency across the team. - Technology & Innovation: - Identify and implement technology solutions that enhance team productivity and customer experience. - Continuously explore and integrate new tools, technologies, and best practices that drive operational efficiency and customer success. - Executive Reporting & Insights: - Deliver 100% accurate and timely executive reporting on customer success metrics, growth, churn, and other key performance indicators. - Provide data-driven insights to the VP of Customer Success, identifying trends, risks, and opportunities for continuous improvement. - Collaboration & Communication: - Foster strong cross-functional relationships with Sales, Product, Marketing, and other teams to align on customer goals and deliver exceptional service. - Serve as a trusted advisor to the VP of Customer Success, providing strategic recommendations and feedback on customer success initiatives. The Outcomes: - Entire team churn goals are met or exceeded (All accounts) - Each CP meets or exceeds indiviudal Set Up Fee Goals, MRR Upsell Goals - 100% Timely completion of Deadlines/Projects with 100% Data Accuracy (you're reporting to Senior Leadership) - All Goals & KPIs set forth for Customer Success/Service are met or exceeded - Deliver timely & accurate reports to management - Assist in improve efficiency and effectiveness of current (or new) processes to leverage Digital Success measures - Maintain positive, can-do, go getter attitude and consistently adapt to change/growth of company in current state Competencies: - All A-Players: - Efficiency - Honesty/integrity - Organization and planning - Assertiveness - Follow-through on commitments - Intelligence - Analytical skills - Attention to detail - Persistence - Proactivity - A-Player Managers: - Coaching - Goal setting - Empowerment - Accountability - Redeploying B/C players - Team building - Vision casting - Change leadership - Inspiring followership - Conflict management - This role: - Ability to Multitask & adapt to changes seamlessly - Consistent Follow Through/completion of deadlines - Vision Casting/Team Buy In - High standards/Attention to Detail - Active Listening skills & Implementation - Excellent Written & Verbal Skills - Strategic Leadership - Balance Between Independence and Humility - Trustworthy/Honest - Resiliency - Growth-Driven - Churn Reduction - Ability to Understand churn, prevent it, predict trends - Customer-Centric - Process Optimization - Hubspot Proficiency - Operational Efficiency - Hiring/Development of Staff - Technology Integration - Executive Reporting-100% Accurate - Overachiever - Data-Driven Decision Making - Cross- Functional collaboration - Trusted Advisor - Customer Success Journey Design & Implementation - GET IT DONE attitude - KPI/OKR Management - Ability to get team to hit/exceed goals - Problem Solving, Creative, Quick Witted - Process Documentation - Innovation & Continuous Improvement - Customer Relationship Management - Sales Planning & Strategy - Closing Deals, Follow Up - Booking Appointments/Business Development Salary: Base: 35-60K Annually, +10-40K Bonus (paid quarterly)- DOE and you/your team performance. This is a base + bonus plan. Benefits: Eligible for 10 Days PTO, 8 Holidays 2 Floating Holidays, 5 Sick Days, Medical and other insurances, 401k, paid training and career advancement programs. This person needs to have lead and managed a team that sold, upsold and increased revenue, while maintaining a customer base. STRONG sales Leadership is a must! A Little About Our VP (Your new Boss!) Our VP is a powerhouse with a relentless drive to succeed. She has a "get it done no matter what" mentality, balanced with a compassionate leadership style. Not only did she create and launch our Contract Signing via Chat product—which grew revenue for one customer by over $500 million in less than 6 months—she also conceived and built our Voice Call Center from idea to first live call in just 3 months. All of this, while managing every aspect of post-sale customer success and collaborating across departments with Sales, Product, and Engineering. Further, she had a driving force to the entire company rebrand- changing our strategy from "Lead Capture" to "Lead Conversion:... we used to be ApexChat... now we're Blazeo! She’s a born innovator and leader, always full of fresh ideas and driven by the constant pursuit of a better, more innovative way to do things. Her teams don’t just meet their targets—they blow them away. Last quarter alone, they exceeded their churn reduction goal by 300% and upsell targets by 200%. She embodies our Core Values and lives them every day. Now, she’s looking for someone who can stand by her side, embrace hard work, and help grow this team. If you thrive in an environment where innovation, ownership, and results are everything, and you love the freedom to create and innovate—this is the role for you. If you’re ready to rise to the challenge and exceed expectations—bet on yourself, and watch her bet on you. PS. She loves emojis, "mom jokes" and is constantly finding something "punny" to say...If you're daring enough and still reading this, email her directly to take your best shot... be bold, be daring... raeann@blazeo.com

Job Description: Join our team as a PART TIME Call Center Agent, where you'll play a crucial role as the primary point of contact for customers across multiple industries, including law firms. Your responsibilities will include handling inbound and outbound calls, managing legal contracts, ensuring compliance, and providing exceptional customer service. Responsibilities: - Customer Support Excellence: Serve as a liaison for customers, handling inquiries, resolving issues, and delivering top-notch service standards. - Contract Closing Expertise: Manage legal contract finalization, ensuring accuracy and compliance with legal guidelines. - Compliance Assurance: Ensure adherence to regulatory standards and company policies. - Cross-Functional Collaboration: Collaborate with legal and compliance teams to escalate issues and obtain approvals. - Industry Knowledge: Acquire comprehensive knowledge across various sectors to effectively address customer inquiries. - Communication Mastery: Utilize excellent verbal and written communication skills to interact with customers. - Problem-Solving: Analyze issues, troubleshoot problems, and provide efficient solutions. - Product/Service Expertise: Stay updated on industry trends and company services to assist customers effectively. - Adaptability/Flexibility: Adapt to different industry protocols and procedures seamlessly. Qualifications: - Customer Service Experience: Minimum 1 year in a customer-facing role, preferably in a Call Center or Intake Department. - Legal Intake Experience: Minimum 1 year in a Law Firm handling direct phone contact or intake coordination (PREFERRED) - Versatility: Ability to multitask and thrive in a fast-paced environment. - Communication Skills: Excellent verbal and written communication in English and Spanish. - Adaptability: Quick learner with the capability to adapt to changing procedures and software. - Problem-Solving Skills: Strong analytical and problem-solving abilities. - Residency: Must reside in the United States. Why Join Us: - Diverse Exposure: Engage with customers from various industries, broadening your skillset. - Career Development: Ongoing training and growth opportunities. - Team Environment: Collaborative workspace fostering innovation and mutual support. Compensation and Benefits: - Wages: Starting at $12/hr base, with performance-based incentives and bonuses. - Training: $11/hr during the 2-week training period. - Shift Differentials: Additional pay for evening, night, and weekend shifts. - Contract Signing Bonus: $2.50 bonus per successfully signed contract, with monthly payouts. - Billable Capacity Bonus: Earn up to an additional $2.00/hr based on performance metrics. - Additional Incentives: Including customer satisfaction and attendance bonuses. - Earning Potential: Top-performing agents can earn between $35,000 and $47,000 annually. Begin your journey with us, delivering exceptional customer service across diverse industries while advancing your career in a dynamic and supportive environment. This is a contract position with potential for advancement. Apply now to join our team!