CloudTalk

Role Description Support at CloudTalk is changing. Most routine answers now come from our internal AI assistant — and you are the person who makes that assistant trustworthy. This isn't a ticket-closing role. You run every customer conversation through our AI, judge whether its answer is right, sharpen it when it isn't, and take over the moment the AI reaches its limit. In practice, you're the senior reviewer the AI answers to: you supervise it, escalate past it, and teach it to do better next time. That means your work compounds. A ticket solved well helps one customer. A correction fed back into the AI helps every customer after. We're looking for people who see that difference and want to work at that level. If you like understanding how systems behave, spotting patterns across hundreds of conversations, and telling a genuinely good answer from a plausible-but-wrong one, this role is built for you. No previous VOIP experience required — we'll teach you the fundamentals. What matters most is logic, curiosity, technical comfort, and judgment. And here's the part most support jobs can't offer: this is a real way into a product company. You'll learn how AI works, how to make it better, and how a product company actually runs — from the inside. What You’ll Do - Run an AI-first workflow. Use CloudTalk's internal AI assistant on every conversation — review, refine, and approve its answer before it reaches the customer. You own the final response, not the AI. - Train the AI. Catch where it's wrong, outdated, or missing context, and feed structured corrections back so it improves over time. - Find what's missing. Identify gaps in the knowledge base, tooling, and integrations that keep the AI from resolving issues on its own — and flag or fix them. - Be the escalation point. When the AI can't solve something, you take over: investigate call flows, connectivity problems, audio quality, device setups, and configuration errors. - Diagnose VOIP issues — latency, jitter, firewalls, ISP behaviours, and similar edge cases. - Dig into the data. Inspect logs, replicate issues, and gather the detail L2 and Product need for deeper analysis. - Build the knowledge base. Write and improve articles that train both customers and the AI — clear, accurate, reusable. - Spot patterns. Surface recurring issues and automation opportunities across the conversations you and the AI handle. - Shape how AI does support here. Contribute to the prompts, workflows, and guardrails as we make AI native to every conversation. Who We’re Looking For - A logical thinker. You enjoy puzzles, find root causes, and structure your thinking clearly. - Tech-savvy and curious. System settings, connection tests, and logs don't intimidate you. You don't need to be an engineer — but you dig in. - AI-fluent, or eager to be. You're comfortable working alongside AI tools: prompting them well, reading their output critically, and knowing when to trust them and when not to. This is core to the role. - A critical eye. You can tell a correct answer from a confident-sounding wrong one. Supervising an AI well depends on it. - A problem-solver with ownership. You measure success by problems solved, not ticket volume. Proactive, responsible, set on getting things right. - A strong communicator. Clear English at C1. Spanish is a plus. - A team player who shares knowledge. Curiosity and collaboration are part of our culture — and a teammate who teaches also teaches the AI. Why Join CloudTalk - Work at the front of AI support. Help build the human-plus-AI support model for a platform used by thousands of sales and support teams worldwide, from scale-ups to enterprise. - Meaningful technical work. Learn real VOIP fundamentals — call routing, number provisioning, latency, connectivity troubleshooting, platform logic — and how to make an AI reason about all of it. - A launchpad, not a destination. Breaking into a fast-moving AI SaaS company usually means already having an engineering or product background. This role is the exception — a genuine entry point into demanding, high-judgment work. You'll learn how AI reasons, how to make it measurably better, and how product gets built. - The work compounds, and so does your career: this is the door into CloudTalk, and it opens onto almost everything. Company Benefits - 1-1 Coaching sessions with our resident communications advisor - Learning and Development Budget - Unlimited Paid Time Off - Volunteering Days - MacBook for work - Recharge Fridays once per quarter - Fitness Allowance - Referral bonuses - Virtual & physical team buildings - Company merchandise

• Run an AI-first workflow using CloudTalk's internal AI assistant on every conversation • Train the AI by catching where it's wrong, outdated, or missing context • Identify gaps in the knowledge base, tooling, and integrations • Be the escalation point when the AI can't solve something • Diagnose VOIP issues such as latency and connectivity problems • Dig into the data to inspect logs and replicate issues • Build and improve the knowledge base with clear articles • Spot patterns and surface recurring issues and automation opportunities • Shape how AI does support in the company

Role Description As part of the Customer Support L1 team, you’ll be the person customers rely on when something isn’t working as expected. Your job is to investigate, understand the root cause, and guide customers clearly and confidently. We’re looking for people who love to figure things out - people who notice patterns, enjoy breaking problems into pieces, and can explain technical issues in a simple way. This role is perfect for someone who has always been a bit geeky: - You can handle basic computer troubleshooting - You’re comfortable navigating system settings - You enjoy understanding how things work - You aren’t afraid to dig into logs, connection tests, or edge cases No previous VOIP experience is required — we'll teach you everything. What matters most is logic, curiosity, and problem-solving. What You’ll Do - Provide top-tier technical support via chat and email - Investigate call flows, connectivity problems, audio quality issues, device setups, and configuration errors - Diagnose VOIP-related problems (latency, jitter, firewalls, ISP behaviours, etc.) - Inspect logs, replicate issues, and gather data for deeper analysis - Handle a high volume of conversations with accuracy and focus - Document troubleshooting steps and contribute to our knowledge base - Represent CloudTalk with empathy, clear communication, and ownership Qualifications - A Logical Thinker: You enjoy solving puzzles, identifying root causes, and structuring your thoughts clearly. - Tech-Savvy & Curious: You’re not afraid of system settings, connection tests, or exploring how features work. - Problem-Solver With Ownership: You measure success by problems solved, not ticket volume. - Strong Communicator: Clear English (C1). Spanish is a plus. - Team Player Who Shares Knowledge: We appreciate people who help others learn. Benefits - 1-1 Coaching sessions with our resident communications advisor - Learning and Development Budget - Unlimited Paid Time Off - Volunteering Days - MacBook for work - Recharge Fridays once per quarter - Multisport Card - Referral bonuses - Virtual & physical team buildings - Company merchandise Hiring Process - Quick Video Interview - Role Deep Dive: Meet your future colleagues - Assignment: Have a look into our platform - Culture Bar Raiser Call – Explore your potential to raise the bar in adaptability, ownership, and continuous improvement - Offer!

• work on Greenfield projects and evolve existing applications • scope, design, and build systems end-to-end • keep system quality and performance a priority across iterations • be involved in technical decisions and feature planning • write and review tech designs, proactively spotting areas to improve • stay up to date with new technologies and fold them into your day-to-day work • collaborate tightly with teammates in a remote but highly synchronous environment

• Implementing backend services for key CloudTalk features with a main focus on billing • Working hands-on with Node.js, TypeScript, PHP, MySQL/MariaDB, Docker, Kubernetes, Jira, and Git • Tackling tough technical challenges • Designing and implementing new features • Joining in product and architecture discussions • Collaborating with a diverse, international team

• Build greenfield projects while continuously evolving existing systems • Design and implement microservice-based architectures • Maintain a strong focus on system quality, reliability, and performance • Contribute to technical decisions and feature planning • Write and review technical designs, proactively identifying areas for improvement • Stay up to date with modern technologies and incorporate them into everyday work • Collaborate closely with teammates in a remote but highly synchronous environment

• Design and prototype how AI capabilities are integrated into CloudTalk’s products, considering model limitations, latency, cost, and reliability. • Collaborate with product and engineering teams to define and ship new AI-powered features for voice and conversation intelligence. • Research and evaluate new AI models, tools, and architectures to determine the best approach for real-world use cases. • Build prototypes and proof-of-concepts to validate new ideas before production implementation. • Implement selected solutions into production systems or work closely with engineers to bring them into production. • Evaluate and benchmark LLMs and speech models to guide technical decisions and product direction. • Design and implement automated evaluation pipelines to shorten the feedback loop between research and production • Improve existing AI capabilities through experimentation, prompt design, and system-level optimizations. • Maintain a deep understanding of how CloudTalk’s systems work in order to design reliable AI integrations. • Advocate for best practices in building, testing, and operating AI systems. • Stay up to date with new developments in AI and continuously assess their potential impact on our products.

• Full-cycle recruitment for Engineering & Product roles • Proactive headhunting and targeted sourcing across European markets • Building and maintaining long-term pipelines for senior and niche talent • Partnering with hiring managers on calibration, market benchmarking, and realistic timelines • Driving structured interview processes and maintaining high hiring standards in terms of time to fill, time to hire, offer acceptance rates • Leveraging AI and modern sourcing tools to improve speed and quality • Maintaining strong ATS hygiene and data-driven reporting • Contributing to building our employer brand across Tech community

• As the Director of Product, you will lead the product organization to move with conviction, speed, and evidence. • You will act as the primary strategic force for the executive team, front-running strategy and managing stakeholder expectations. • You drive efficiency through an AI-First approach, while embracing SVPG style experimentation and pragmatic execution. • You will ensure squads are in constant contact with users to validate hypotheses before significant engineering resources are committed. • You work in a tight, peer-level partnership with the Director of Engineering to lead the R&D engine. • You translate high-level business goals into actionable priorities while aligning with the company’s core Key Results and Business Objectives. • You manage the Product Scorecard and Rolling Roadmap, ensuring high-integrity that provides executive-level visibility.

• Own full-cycle recruitment from intake to signed offer • Partner closely with Hiring Managers to define role requirements and hiring strategy • Actively source and build pipelines (we don’t rely only on inbound) • Manage inbound pipelines and maintain strong funnel health • Conduct structured interviews and ensure high-quality hiring decisions • Provide market insights and keep processes moving efficiently • Participate in employer branding initiatives such attending meetups, providing insights for blogposts or writing punchy Linkedin posts • Build strong partnership with Hiring Managers - you’ll advise, challenge and influence • You’ll independently own Individual Contributor-level roles and lower Management roles across across Marketing, Sales, Support, Customer Success, Finance, and People.