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 Catch where it's wrong, outdated, or missing context, and feed structured corrections back so it improves over time.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

• Respond to NRS crisis contacts across various hotlines. • Remain active during shifts, taking multiple chats. • Complete trauma-informed data collection. • Ensure youth receive and understand resources provided. • Complete warm handoffs with resource providers. • Provide safe and supportive referrals. • Maintain documentation of all crisis communications. • Report child abuse and neglect as required by law. • Participate in supervisions and other training-related functions. • Engage in ongoing training and quality improvement efforts.

• Respond to requests for Crisis Services Center coverage in a timely manner; • Respond to NRS and Comprehensive Community Based Youth Services (CCBYS) contacts; • Maintain quality documentation of all crisis communications; • Report child abuse and neglect to appropriate authorities as required by law; • Contribute to continuous quality improvement efforts. • Ensure confidentiality of callers we serve; • Demonstrate respect and acceptance of all individuals and communities serviced by, working in partnership with, or employed by NRS; • Adhere to policies and procedures as outlined in the Employee Handbook. • Participate, on camera, in regular supervision and staff meetings as required. • Attend regular training provided in house, by partners, and for personnel professional development. • Ability to attend events in various locations either via personal transportation, rental, or public transportation. • Participate in assigned special projects and respond to ad hoc requests as assigned.

Title: Customer Service Mon-Fri Location:AL, GA, ID, IA, IN, KS, LA, MI, MS, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, WY Department: Customer Service Job Description: Greensboro, North Carolina Customer Service / Full Time / Remote Music lovers keep reading! We're hiring customer service agents to support J.W. Pepper, the largest US sheet music and accessory retailer. You will help bands, choirs, and orchestras build upcoming concerts in schools, churches, and community groups. Join us and help keep our communities filled with song as you support customers who appreciate a helpful attitude and enthusiasm for music. You will support them on the phone and through email and chat. This is a remote position for those that reside in = AL, GA, ID, IA, IN, KS, LA, MI, MS, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, WY Qualifications - 1 year of previous call center or office background experience required - 1 year of customer service or customer support experience - A high school diploma or GED is preferred - Technical savvy (able to toggle between multiple browsers & systems using dual monitors) - Previous experience using Outlook, Word & Excel preferred - Knowledge of CRM systems a plus - Previous remote work from home experience a plus - Quick learner and able to work independently - Strong phone and verbal communication skills along with active listening - Must be at least 18 years of age - A background check and drug screen applicable with state and federal laws is required - Must be able to speak, read, write and understand English Responsibilities - In this role, you’ll take the lead in addressing customer questions and concerns on all products and services through communication channels such as phone, email and chat - Manage large amounts of inbound calls in a timely manner - Able to work without a script and maintain call control - Identify customers' needs, clarify information, research and provide solutions and/or alternatives - Access company and client resources provided to accurately handle the call - Identify upsell/cross-sell opportunities - Actively participate in efforts to support customer satisfaction and maintain quality - Skillfully change from one task to another without loss of efficiency or composure - Ability to multi-task using multiple system pending the clients working environment - Successfully complete all training sessions - Effectively communicate with patience and understanding to build rapport - Remain positive and professional in all customer interactions - Be available at your desk, maintaining punctuality and attendance at all scheduled times - Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas - Flexibility to cross train as requested - Maintain the utmost confidentiality and security as it pertains to Five Star Solutions policies - Perform other duties as assigned* Required Skills/Abilities - Strong phone and verbal communication skills along with active listening through multiple channels - Customer focus and adaptability to different personality types - Maintaining composure in challenging and complex situations - Ability to use technology effectively and productively independently - Regularly required to sit - Regularly required to use hands to feel, handle and control objects - Occasionally required to reach, stoop, kneel, or crouch - Occasionally required to lift and/or carry loads of up to 30 lbs - All standard vision abilities are required - All standard hearing abilities are required Equipment Provided Option - Equipment will be shipped to you. - Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.) Company will provide equipment $14 - $14 an hour - Starting pay - $14/hr plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance - Shifts between 9:00am-6:00pm (EST) ; Work Days - M-F - Paid Training - typically 3 weeks in length from 9:00am-6:00pm Mon-Fri (EST) - Status - Full Time 40 hours, Benefit eligible 1st of month after 60 days Five Star Solutions values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.