About this role
We turn every customer interaction into an opportunity. We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both online and in person.
“The entire customer journey. One platform”
What we value
Every CM.com colleague, connects to our 4 shared values:
Drive and Lead
You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward.
Grow and Learn
The growth of our colleagues and our customers is our priority. You like to experiment, learn continuously and actively share knowledge and insights with others.
Together and Care
We work together and we believe that diverse perspectives lead to stronger outcomes. You value the social side of work, you show genuine interest and care about one another’s well-being.
Speed and Change
By welcoming AI Agents into our organisation, we fundamentally change how work is done. You are comfortable with change and you love working in a high paced environment.
The Role
As a Voice Support Engineer, you’ll be the technical point of contact for customers and operators around the world who rely on our voice services. This isn’t a ticket-closing role: you’ll own the quality of our support by finding the patterns behind the tickets and removing them at the source. With our support ever evolving, you’ll have a real say in how we do support in the future.
You will
- Resolve voice-related tickets from customers and operators globally, with clear communication and a focus on getting to the root cause.
- Identify recurring issues and repetitive manual work, and turn those insights into concrete improvements that cut ticket volume and handling time.
- Fix the problems you uncover yourself where you can, and collaborate with the development team to design and implement solutions where you can’t.
- Document solutions, troubleshooting steps, and known issues so customers can find answers on their own and colleagues don’t solve the same problem twice.
- Shape our support processes, (AI) tooling, and ways of working, setting the standard for how we handle support as we grow.
- Use AI tools actively to improve your own work: experiment, automate, and share what works with your team.