Head of Customer Support
OpenPhone | Collaborative business phone for startups and small businesses
When I joined OpenPhone in January 2023, the company was growing fast, and customer support needed to keep up. I was brought on to build and scale a support function that not only resolves issues efficiently but also acts as a strategic partner to the business.
My Role & Focus
- Leading Customer Support: Ensuring a high-quality, scalable support experience for a rapidly growing user base.
- Managing Porting & Trust & Safety: Overseeing compliance and operational efficiency in two critical, highly regulated areas.
- Optimizing Global Support Coverage: Structuring a distributed team across the US and APAC to provide 24/7 support while balancing in-house and outsourced resources.
- Driving Efficiency & Scalability: Implementing self-service options, automation, and internal playbooks to maintain quality as the company grew.
- Bridging Support & Product: Ensuring customer insights directly influenced product decisions, refining the user experience, and proactively reducing friction.
- Building a Strong Support Culture: Hiring and developing a team that didn’t just solve problems but proactively improved customer experience and business outcomes.
Why OpenPhone?
OpenPhone is an amazing company with a fantastic product and a team that truly cares about their customers. The founders have built something special — a modern phone system designed for businesses that need simplicity, flexibility, and powerful integrations.
If you're looking for a better phone system solution, I highly recommend OpenPhone. Their approach to customer experience and product innovation is truly world-class.