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This is a fixed-term employment contract from July to October. The role may be extended or converted into a regular position depending on performance and business needs. Comprehensive training and continuous support will be provided. Our Remote Customer Service Representative position offers a great opportunity to join a supportive team focused on helping our customers and providers have a smooth, positive experience. You’ll handle calls, chats, emails, and callbacks while guiding users through app navigation, payments, scheduling, and service questions. We’re looking for someone who brings strong communication, patience, and problem-solving skills, and who enjoys delivering great service in a fast-paced environment.

What You’ll Do

• Handle inbound calls, callback queues, chats, and email support.
• Manage 300+ weekly contacts (customer + provider support).
• Assist with app navigation, payments, scheduling, and service issues.
• Deliver high-quality service, meet performance expectations, and maintain policy compliance.
• Ensure strong communication, de-escalation, and issue resolution.

Work Schedule 

Operations run Monday–Friday, 6:00 AM–10:00 PM CST and Saturday–Sunday, 7:00 AM–6:00 PM CST.

You will render a minimum of forty (40) hours of work per week or as may be required by the operational schedule.

• Schedules may rotate and will fall within the company’s hours of operation.
• Shift changes may be made depending on business requirements, with 1–2 weeks’ advance notice.
• The role may be placed under a Compressed Workweek (CWW) or rotating schedule in accordance with DOLE rules.
• Standard hours may exceed eight (8) hours/day when under an approved CWW without counting as overtime.
• Overtime, holiday pay, and rest-day premiums will follow Articles 87–90 of the Labor Code.

Requirements

What We’re Looking For

• Strong empathy and active listening
• Skilled in de-escalation and rapport building
• Problem-solving ability using available tools
• Reliable, adaptable, and consistent with schedules
• Receptive to feedback and coaching

Qualifications

• High school graduate; some college preferred
• Excellent English communication
• Minimum 1 year of BPO support experience for U.S. customers
• Zendesk or CRM/VoIP knowledge is a plus
• Comfortable with Google Suite

Technical Requirements

• Desktop/laptop with camera (Core i5, 8GB RAM minimum), dual monitors, noise-canceling headset
• Stable Ethernet connection (50mbps for download and 25mbps for upload)
• Backup internet connection with the same speed requirement (e.g. mobile data or secondary ISP)
• Backup power source (e.g. UPS or generator) in case of power interruptions
• Noise-canceling headset or headphones with a microphone
• A quiet, dedicated workspace free from distractions

Benefits

• Base Salary: Php 38,200/month
• Incentive Pay: Up to Php 115/hour (performance-based)
• Statutory benefits (SSS, PhilHealth, Pag-IBIG, 13th month pay, taxes)
• DOLE-mandated holiday pay and night differential
• Work in the comfort of your own home

Role Summary

We are looking for a Tier 1 IT Support Specialist to serve as the first line of support for our global workforce. In this role, you will handle initial triage, basic troubleshooting, and standardized access requests across our core enterprise tools, escalating complex issues to Tier 2 while maintaining excellent communication and ticket documentation.

This role is ideal for someone with solid fundamentals in Microsoft 365 and/or Google Workspace, strong troubleshooting instincts, and a desire to grow into a deeper Tier 2 position working with security tools like Zscaler, RMM platforms, and VOIP/contact‑center systems.

Key Responsibilities

1. Frontline Incident & Request Management

• Act as the primary point of contact for end-users via ticketing system, email, and VOIP/phone.
• Log, categorize, and prioritize incoming tickets in Jira Service Management in accordance with established SLAs.
• Perform initial troubleshooting using standardized runbooks and guided diagnostic questions.
• Aim to resolve common Level 1 issues on first contact whenever possible.
• Maintain thorough ticket records by clearly documenting all symptoms, diagnostic steps, and resolutions.

2. Endpoint & Device Support

• Provide Level 1 technical support for managed Windows and macOS endpoints.
• Assist with hardware deployment, device resets, and asset handling for onboarding/offboarding processes (managing storage/inventory for 10+ assets per month, e.g., laptops, keyboards, mice).
• Guide users through standard self-service and troubleshooting steps (reboots, clearing cache/credentials, checking VPN/client connectivity).
• Accurate logging of hardware and device details within IT asset management tools (e.g., Snipe-IT).

3. User Account & Access Management

• Provision, modify, and deactivate user accounts across core platforms:
• • Microsoft 365 / Entra ID (Azure AD): Mailboxes, distribution groups, licensing, and basic Intune device enrollment.
  • Google Workspace: User creation, group/alias management, and basic Organizational Unit (OU) moves.
• Process standard access requests strictly following least-privilege principles and required approval workflows.
• Assist users with password resets, MFA/2FA enrollment, and sign-in/authentication troubleshooting.

Qualifications & Core Competencies

• Technical Knowledge: Basic understanding of Windows/macOS operating systems, Microsoft 365, and Google Workspace administration.
• Problem-Solving: Logical troubleshooting mindset with the ability to follow runbooks and technical documentation.
• Customer Service: Strong written and verbal communication skills with a user-first attitude.
• Growth Mindset: Eager to learn advanced systems, including security platforms (e.g., Zscaler), RMM software, and enterprise VOIP solutions.

About the Role

We are seeking a Tier 2 Wireless Network Support Engineer to provide day-to-day support and troubleshooting for a Cisco-based wireless environment. This role focuses mainly on Cisco 9800 Wireless LAN Controllers and Access Point provisioning. The ideal candidate is someone who is comfortable troubleshooting wireless issues and working with global IT teams.

Key Responsibilities

• Provide Tier 2 support for wireless connectivity and performance issues.
• Provision, onboard, and troubleshoot Access Points in a Cisco environment.
• Support and troubleshoot Cisco 9800 Wireless LAN Controllers (WLCs).
• Assist with basic change requests in ServiceNow for adding or updating APs.
• Investigate client connection issues and wireless performance problems.
• Work collaboratively with global teams during EST hours.
• Document resolutions and update knowledge base articles.
• Escalate complex issues to senior engineers.

Qualifications

Required:

• Hands-on experience with Cisco 9800 controllers (primary requirement).
• Good understanding of AP provisioning and basic wireless troubleshooting.
• Working knowledge of Cisco wireless environments (9500/9800 a plus).
• Familiarity with networking fundamentals (TCP/IP, VLANs, DHCP, DNS).
• Experience working in a support or operations role.

Preferred Certifications:

• Exposure to Cisco Prime Infrastructure or Cisco DNA Center.
• Experience in automotive or manufacturing environments.
• ITIL basics or understanding of change control.

Job Title: Customer Service Representative
Location: New Orleans, LA
Job Type: Full-Time
Reports to: Customer Service Manager

Job Summary:

We are seeking a friendly, detail-oriented, and professional Customer Service Representative to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support, resolving inquiries efficiently, and ensuring a positive customer experience.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, chat, or social media
• Provide accurate information regarding products, services, orders, and policies
• Handle complaints, returns, and issues with empathy and professionalism
• Document customer interactions and update records in CRM systems
• Work with other departments to resolve complex issues and ensure customer satisfaction
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Follow up on customer interactions to ensure resolution and satisfaction
• Identify and escalate priority issues when necessary

Qualifications:

• High school diploma or equivalent; Associate’s or Bachelor’s degree is a plus
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Comfortable using CRM software, email platforms, and chat tools
• Ability to multitask, prioritize, and manage time effectively

Customer Operations Specialist

Location:      Franklin, TN (In-Person, Mon–Thu / WFH Fridays)

Type:            Full-Time

Reports to:   Senior Director, Operations

Summary

The Customer Operations Specialist works closely with all departments to support client and business needs by completing operational tasks and projects, as well as answering client inquiries.

Your Role

• Solve incoming customer inquiries via Intercom with an emphasis on speed and accuracy, aiming for response times under three minutes.
• Act as an operational bridge, aiding customer-facing departments with complex client issues and troubleshooting support.
• Monitor platform performance and directly inform the Product team regarding system errors and user-suggested enhancements.
• Assist customers directly through personalized phone or video chat interactions to resolve high-priority requests.
• Manage, track, and respond to departmental and client needs within the company CRM.
• Conduct precise Content Management System (CMS) actions to support clients and internal Account Managers.
• Collaborate with the Marketplace team to assist in the creative curation, development, and auditing of Thnks offerings.

What We’re Looking For

• Experience: 0 to 1 years of experience in a customer support, customer success, or customer-facing operations role.
• Relationship Builder: Strong relationship-building skills with both internal colleagues and external stakeholders.
• Data Fluency: Comfortable working with data and reporting dashboards to monitor trends and identify potential customer growth opportunities.
• Agile and Organized: Proven ability to prioritize, multitask, and perform effectively in a fast-paced, dynamic environment.
• Technical Aptitude: Beginner-level experience with Excel or Google Sheets, with a natural curiosity to learn new CRM and CMS software tools.
• Strong Communicator: Exceptional written and verbal communication skills with a tactful, helpful approach to problem-solving.

Our Commitment to You

• Comprehensive Benefits: Medical, Vision, and Dental Insurance (80-100% employer-covered).
• Future Planning: 401(k) matching.
• Stipends: Monthly cell phone and internet stipend.
• Work Environment: In-office Monday through Thursday with Friday remote. 
• Work-Life Balance: 20 PTO days, company-paid holidays, and maternity leave.
• Wellbeing: Company-paid life and long-term disability insurance.
• Team Spirit: Regular team-building and community engagement events.

About Thnks

Thnks is the leading platform for real-time business relationship building. We make it effortless for professionals to send small, thoughtful gestures - a coffee, a lunch, an Uber credit - in seconds, with no address needed and enterprise compliance built in. Our customers include Fortune 500 companies, high-growth startups, and everything in between across industries like insurance, healthcare, financial services, and commercial real estate.

How to Apply

Please send your resume along with a brief note explaining why you are interested in this role included in your application. We look forward to hearing from you!

Customer Success

$80k – $150k • 0.0% – 0.4%

We’re building Reflow, a workforce and workflow intelligence platform that helps teams improve performance with a deep understanding of how we work. Partners get excited after the first demo, now we need someone who can turn that spark into adoption, retention, and growth.

What you’ll do

• Own the customer journey: setup, onboarding, adoption, and long-term success.
• Shorten time-to-value: Move customers from demo → value quickly.
• Capture and structure customer feedback: Be the voice of the user in product and engineering decisions.
• Assist the contract process with new partners, working closely with our legal team to keep things smooth and fast.
• Build strong relationships that lead to expansions and renewals.
• Create and refine the playbook: Onboarding processes, success metrics, touchpoints.
• Partner with founders on GTM experiments and jump into “whatever’s needed” as we scale.

Who you are

• Entrepreneurial: Former founder, early employee, or operator who thrives in ambiguity.
• Analytical skills: Technical, finance, economics or product background
• Customer-facing pro: You know how to excite, guide, and close.
• Sharp communicator: Written, verbal, and human.
• Curious and strategic: You dig into workflows, uncover pain, and use insights to shape product and company direction.
• Methodical: You keep yourself, your customers, and your teammates on track by creating clear templates and playbooks.

Bonus Points

• Background in B2B SaaS, enterprise software, or data-heavy products
• Familiarity with analytics platforms, BI tools, workflow systems, or automation software
• Experience supporting enterprise customers through security, data access, or compliance reviews
  

Why join

• Be an early, high-impact hire, working directly with the founders as a founding member
• Influence product roadmap, and helping define the culture of how we work with customers
• Drive growth, contribute to PMF, GTM explorations

We’re open to you starting part-time and evolving into full-time (contract or W2).

Job Title: Customer Service Representative
Location: Orlando, FL
Job Type: Full-Time
Reports To: Customer Service Manager

Job Summary

We are looking for a friendly and detail-oriented Customer Service Representative (CSR) to join our team. The CSR will be the first point of contact for customers, handling inquiries, resolving complaints, and ensuring a high level of customer satisfaction. Ideal candidates are excellent communicators, problem-solvers, and enjoy helping others.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or in person in a professional and timely manner
• Provide accurate information about products, services, and policies
• Handle customer complaints and resolve issues efficiently and empathetically
• Maintain customer records by updating account information
• Process orders, forms, applications, and requests
• Collaborate with other departments to solve customer issues
• Follow up with customers to ensure satisfaction and issue resolution
• Meet personal and team performance goals and service quality standards

Qualifications

• High school diploma or equivalent (associate degree preferred)
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Proficient with computers and CRM systems
• Ability to remain calm and professional in stressful situations

Fountain’s Customer Success team

As an Enterprise Customer Success Manager at Fountain you will build relationships with some of the biggest brands in the world. You are a trusted advisor focused on driving mutually successful outcomes and delivering ROI.  

Our team’s mission is to drive outsized outcomes and build, deepen and grow relationships with our customers by:

1. Understanding their current and future business goals and challenges
2. Leveraging our recruiting and technology expertise to share insights and best practices
3. Communicating the value of these solutions to their team and executives

What you’ll be doing

• Self-sufficient management of 5-15 Enterprise accounts
• Actively ensure there is a clear roadmap and account plan for your strategic accounts to drive long-term account growth and success
• Support and enable customers with regular executive touchpoints and develop meaningful relationships to optimize product adoption and customer value
• Represent the customer voice with internal product roadmap decisions
• Ensure customer wellbeing by monitoring customer health, driving customer adoption, driving KPI improvement, and acting as an escalation point for customer issues
• Develop data-driven QBRs and account plans for customers that outline critical customer goals, metrics for success, potential issues, and provide best practices and recommendations
• Be a strategic partner and thought leader for your customers by providing hiring and workforce management  industry insights and best practices. Be a change management champion by helping your customers evolve their recruiting strategies, processes, and workflows
• Provide training and insights on how to optimize their usage of Fountain.
• Interact with clients via email and zoom to gather project requirements, communicate strategies, report back the tracking milestones and success, and manage budgetary allowances
• Create, outline, and maintain updates on project plans, document milestones, manage the budget, and contribute to client success stories
• Collaborate with internal teams (sales, product, engineering, marketing), advocating on behalf of your customers
• Use your insights and innovations working with customers to lead team projects which improve the experience for all customers
• Please expect to travel onsite for customer meetings 2-3x per quarter

What you should bring

• 8+ years in a customer-facing role (with at least 2 years in SaaS), with a preference of Enterprise Customer experience
• A background in customer success and/or account management, developing holistic strategies to guide complex organizations towards measurable business outcomes.
• Project management as a strength and experience leveraging internal resources and stakeholders to execute against deadlines within a complex organization.
• Experience with executive stakeholder relationship management up to C-level
• Strong attention to detail, effective time management, and organizational abilities
• Familiar with concepts revolving APIs and integrations
• Curious, eager to learn the industry and product
• Strategic thinker with a knack for identifying creative solutions
• Proven ability to operate effectively in a fast-paced environment and adapt quickly to change
• Demonstrated ability to quickly learn new technologies and reporting platforms
• Strong analytical skills, preferably with experience using Looker

Nice to haves

• Understanding of key CS concepts such as customer journey, milestones, handoffs, escalations, churns, and maintaining a book of business 
• Experience handling renewal conversations and commercials

How We Use AI on This Team

At Fountain, we believe Agentic AI is a force multiplier for customer success teams. The Enterprise CSM role is expected to actively use Agentic AI tools to work smarter, not just faster.

Here is what that looks like in practice:

• Meeting efficiency: Use AI to transcribe, summarize, and extract action items from customer and internal calls, reducing manual note-taking and ensuring nothing falls through the cracks
• Project documentation: Draft status reports, risk summaries, and stakeholder updates with AI assistance, then refine for accuracy and tone before distributing
• Workstream visibility: Apply AI tools to synthesize activity across multiple concurrent projects and flag potential timeline conflicts or blockers proactively
• Data Analysis: Using AI to analyze and synthesize customer data into actionable reports; and delivering meaningful metric-backed recommendations
• Knowledge management: Leverage AI to help maintain and improve playbooks, ensuring documentation stays current as processes evolve

Comfort with AI-assisted workflows is expected. Experience with tools such as Claude, ChatGPT, Notion AI, or similar platforms is a plus. We are also strong users of the Fountain cross-platform Agent: Cue.

Salary Range: $100,000 - $120,000K USD + bonus, depending on location and experience.

Senior Growth Marketing Specialist & Customer Acquisition

This is a Florida based (remote) FTE (direct hire) opportunity with Cigar Place.

Contacting us directly via our website will result in automatic disqualification. Candidates who go outside of the established hiring process should not be considered.

Company Overview

Established in 2005, we are a specialty internet, eCommerce, retailer that provides "best-in-class" premium products while offering affordable pricing along with the most obsessed "our customers come first" service in the business. Our tremendous growth has created incredible opportunities within our team, and we are looking for one passionate, talented candidate to join us!

Position Highlights

We’re looking for a high-leverage Senior Growth Marketing Specialist & Customer Acquisition professional to own our top-of-funnel strategy and scale net-new customer acquisition. Because traditional digital ad networks (Meta, Google) restrict our product category, our growth depends on our ability to engineer alternative acquisition loops.

This role partners closely with our execution-heavy marketing team to identify, negotiate, and unlock non-traditional growth channels. This is a highly commercial, hands-on, and ROI-focused role designed for a marketer who knows how to hustle, build community partnerships, analyze results, and drive performance traffic into our retention engine.

This position can be remote, but the qualified candidate must live within the state of Florida.

Key Responsibilities

Performance Distribution & Deal Syndication 

• Own the strategy, submission, and community management for high-velocity discount and deal networks like Slickdeals, Groupon, and related platforms to capture price-sensitive, high-intent buyers.
• Recruit, onboard, and manage lifestyle affiliates (golf, whiskey, mens lifestyle) and optimize our customer referral programs to turn existing buyers into acquisition loops.

Sponsorships & Paid Media Alternative 

• Identify, negotiate, and secure media placements, host-read ads, and integrations across targeted YouTube channels, podcasts, and niche newsletters.
• Treat sponsorships like performance media—tracking CPMs, customer acquisition cost (CAC), and lifetime value (LTV) per partner channel to continuously optimize ROI.

Community Partnerships & Organic Seeding

• Build an authentic, highly visible brand presence within dedicated consumer spaces (Reddit subreddits, Quora spaces, niche lifestyle forums), driving traffic through value-first discussions.
• Execute targeted outreach to secure high-authority backlinks from lifestyle publications, blogs, and review sites to continuously fuel our organic SEO engine.

Experiential & Event Growth 

• Plan, coordinate, and execute our physical footprint at major industry consumer shows, cigar shows, and lifestyle festivals to drive on-site sales, email capture, and brand awareness.

Required Skills & Experience

Growth & Acquisition Marketing

• Direct track record in B2C e-commerce acquisition, specifically managing non-paid, affiliate, or alternative advertising channels.
• Deep familiarity with navigating the unique cultures, posting guidelines, and moderation rules of platforms like Slickdeals, Reddit, and Quora.
• Expert-level understanding of attribution, UTM tracking, GA4, affiliate platforms, and calculating channel-specific ROI.

Communication & Relationship Building

• Strong negotiation and business development skills to pitch and secure high-value creator sponsorships and B2B partnerships.
• Ability to speak the language of our target demographic (cigar culture, whiskey pairings, golf/luxury lifestyle) authentically.
• Proficiency using workflow platforms (Asana, Workfront, Basecamp, etc.).

Credentials and Qualifications:

• Bachelor's degree required, preferably with a concentration in marketing, business development, or communications.
• Minimum 5 years of growth marketing and e-commerce acquisition experience required.
• Experience in restricted e-commerce verticals (e.g., cigars/tobacco, CBD, alcohol, supplements) is a significant advantage.
• Proven experience executing digital sponsorships, affiliate networks, and referral loops.
• Web analytics knowledge and expert use of tracking metrics to prove channel ROI.
• Strong quantitative, analytical, and negotiation skills to drive actions and insights.
• Excellent planning, organization, and time management skills.
• Strong attention to detail and a high degree of professionalism.
• Willingness to learn and a passion for marketing and customer acquisition.
• Ability to operate and meet deadlines under pressure and with minimal oversight.
• Creative thinker with performance discipline, comfortable owning projects end-to-end.
• Thrives in fast-paced, SKU-heavy e-commerce environments.
• Collaborative and proactive.
• Demonstrates strong research and organizational skills by identifying, locating, and applying relevant external assets to support acquisition and marketing initiatives.
• Strong ability to independently locate, evaluate, and apply relevant information to assigned projects.
• PR experience is a plus.

Benefits Package

• Comprehensive health insurance, including medical, dental, and vision coverage
• Retirement Benefits are available
• Paid Yearly Holidays
• 10 PTO days per year
• Generous employee discount

To apply:

Send a direct email to Steve - hr@cigarplace.biz

Role Summary:

We are seeking a Senior L3 Wireless Technical Support Specialist to serve as the ultimate technical authority for a global Cisco enterprise environment. In this high-visibility role, you will own the most challenging P1/P2 incidents, mentor L2 engineers, and drive the root cause analysis (RCA) that keeps our global infrastructure stable. This is a mission-critical position operating during US Eastern Standard Time (EST).

Key Responsibilities:

• L3 Escalation Mastery: Act as the final escalation point for complex wireless issues across multiple global enterprise sites.
• Incident Leadership: Own high-severity (P1/P2) wireless incidents end-to-end, leading technical bridges and coordinating with global stakeholders.
• Deep-Dive Troubleshooting: Resolve sophisticated issues related to Cisco 9800 WLC, client roaming, 802.1X authentication, and RF performance.
• Proactive Optimization: Lead Root Cause Analysis (RCA) for recurring incidents to drive long-term network health and reduce downtime.
• Knowledge Leadership: Create and maintain high-level technical documentation, SOPs, and troubleshooting guides to mentor the L1/L2 teams.

Technical Requirements:

• Expert WLC Knowledge: Deep hands-on experience with Cisco 9800 or large-scale AireOS environments.
• Protocol Authority: Solid mastery of 802.11 standards (a/b/g/n/ac/ax) and RF fundamentals.
• Network Foundation: Strong expertise in TCP/IP, DHCP, DNS, VLANs, and BGP/OSPF routing.
• ITIL Operations: Experience working within ServiceNow for incident, change, and problem management.

Preferred Qualifications (The "Nice-to-Haves"):

• Experience with Cisco DNA Center (Catalyst Center) or Prime Infrastructure.
• Proficiency with RF optimization tools like Ekahau or AirMagnet.
• Relevant certifications: CCNP Wireless, CCIE, or CWNA.

About Bold Business:

Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.

Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.