CallRail

Product Designer

• Mentor and Lead Discovery & Research: Mentor and lead discovery & research initiatives. Talk to users, analyze behavior, and synthesize insights from qualitative research and product analytics to design experiences that truly resonate.
• Strategy: Help define and shape product strategy with hands-on design work, turning high complexity into intuitive, engaging user flows.
• Leverage Data & Creativity: Use user insights, behavioral analytics, and market trends to inform and validate high-level design decisions.
• Drive Collaboration & Influence: Serve as a key thought leader in your core area, partnering with PMs, engineers, and stakeholders to align UX with long-term business goals.
• Deliver High-Impact Work: Own end-to-end design execution for critical features, working within a dynamic and evolving SDLC and leveraging modern, AI-powered tools and processes to iterate quickly and deliver high-quality outcomes.

Senior Product Designer, AI & Emerging Products

Revenue Operations

• Serve as the vital link between business stakeholders, technical teams, and front-line users.
• Act as the primary liaison between business units and technical teams to identify and document requirements related to operational pain points.
• Translate provided complex business needs into clear, actionable functional requirements and project scopes.
• Represent the Revenue Operations team in cross-functional initiative meetings as required.
• Author and maintain comprehensive user documentation to ensure internal teams understand system updates and workflows.
• Develop clear process maps for internal toolsets.
• Lead User Acceptance Testing (UAT) sessions, capturing feedback and ensuring final deliverable meets original business intent.
• Serve as the Internal Product Customer for CallRail products.
• Provide high-level guidance on system reporting capabilities.

Revenue Operations Program Manager

Software Engineer

• Build and Maintain Our Platform
• Be a valuable part of the team
• Communicate well
• Be a good teammate
• Learn

Mobile Engineer

Support Engineer

• Lead a team of Support Specialists by motivating, empowering, and providing applicable guidance to team members.
• Manage daily email, phone, and chat support channels to ensure the team is properly resolving to the best of our abilities, ensuring timely client responses and overseeing team responses to ensure customers receive the best possible experience from CallRail support.
• Develop a deep understanding of CallRail’s product to provide guidance and support to team members in their day-to-day work.
• Manage individual performance of Specialists which includes assessing if they are meeting individual and team goals and providing resources to better perform their job duties.
• Act as an escalation point for team members, working with customers directly as needed to resolve issues promptly.
• Develop relationships with counterparts across other departments at CallRail and advocate for the best customer experience possible.
• Collaborate and partner with Support and Customer Experience leadership to ensure Support protocols and expectations align with overall Company direction.
• Manage change effectively through clear and timely communication within your team.
• Monitor and drive key success indicators that ensure the quality of our customer experience.

Technical Support Manager

• Demonstrate a solid understanding of CallRail’s business rules as they relate to customers and all associated transactions.
• Utilize CallRail technical resources to resolve customer challenges or provide troubleshooting guidance including but not limited to providing:
• Workflow and implementation best practices for CallRail products
• High-level overview of products and features
• Integration guidance in line with other Tier 1 agents
• Perform active troubleshooting or initial guided diagnostic support to confirm client support needs across all CallRail products.
• Provide professional, first-level technical support to customers via live interactions across all channels: phone, chat, web and email support.
• Adhere to Customer Support team expectations and protocols including:
• Properly code trouble tickets using ticket classification Guidelines
• Conducting each interaction with professionalism and appropriately communicating resolution and/or escalation expectations.
• Maintaining ACD availability to answer all incoming customer calls in the queue with appropriate opening script, customer identification, Average Talk and Wrap Up time objectives
• Documenting customer interactions and troubleshooting steps in our ticketing system
• Following escalation processes
• Maintain a high level of client satisfaction on assigned interaction.
• Contribute to the improvement of support processes and documentation.
• Actively participate in training classes for new products and features.

Technical Support Specialist – Tier 1

Account Manager

• Proactively identify and close upsell opportunities
• Drive the continued expansion of Voice Assist as a subject matter expert
• Execute targeted outbound campaigns to existing accounts
• Maintain impeccable hygiene in Salesforce, managing accurate contact, lead, opportunity, and activity data

Senior Account Manager – Growth & Expansion

Sales

• Work closely with the senior Sales Leadership to continuously execute and evolve the new customer sales strategy to achieve quarterly and annual sales objectives for SMB and Agency segments.
• Recruit, select, train, coach, and develop a high-impact team of Account Executives, focusing on skills development, product expertise, and sales process adherence.
• Measure and monitor daily/weekly sales activities and key performance indicators (KPIs) to manage pipeline health, forecast accurately, and ensure the team meets quota targets.
• Actively participate in team members' demos, calls, and negotiations for opportunities to accelerate the sales cycle and improve closing rates.
• Motivate, inspire, and lead team members, driving excitement and awareness of our solutions and maintaining a positive, high-energy sales environment.
• Identify and resolve sales process bottlenecks and problems in a timely manner, looking for ways to improve quality and efficiency.
• Interact effectively with all levels of management, particularly with Marketing, Revenue Operations, and other Sales teams, to ensure a smooth prospect experience.