Line2, based in downtown San Francisco, is a cloud-based phone service that offers separate business and personal phone numbers on your mobile phone, tablet and computer. Designed for freelancers and small businesses, Line2 is a complete VoIP phone line with phone number, texting, calling, caller ID and visual voicemail. Line2 operates seamlessly over Wi-Fi and 4G/LTE networks, and provides advanced call handling and business features.

We’re seeking a hard-working Operations Administrator that has excellent attention to detail, has high integrity and is comfortable working in unclear and ambiguous situations.

This person will focus on all things operations for Line2 including fraud prevention, compliance, billing, carrier operations, vendor management, and anything else needed to take the Company to the next level. We are a phone and messaging service for small business and our operations must be first-class; no detail is too small to ensure timely and reliable service.

About the role:

Carrier Operations & Compliance

• Troubleshoot carrier issues with internal and external parties.
  

• Work with existing service providers to lower pricing and improve service levels

• Establish relationships with new providers to offer additional products or services

• Work with internal stakeholders and outside entities to ensure compliance with legal and contractual requirements

• Assist with subpoena responses and other information requests from legal entities

Billing and Fraud Prevention

• Work closely with Sales and Customer Support teams to resolve billing and payment issues
  

• Produce internal documentation for Line2 billing and payment processes and policies

• Act as a major stakeholder in billing operations for internal customers, working with Operations, Development, Product, and Customer Support to ensure billing operations excellence

• Identify both active and potential abuse of our systems and products

• Complete routine audits of abuse and fraudulent activity within the Line2 user-base and drive automation

Vendor Management

• Provide day to day communication and management of key Operations vendors

• Perform Quarterly Reviews of Key Vendors focusing on uptime, service levels, and issue resolution

About You:

• Self-motivated, hungry for a challenge, and looking to make an immediate impact.

• Operationally driven and have a career goal within the areas of business, telecommunications, fraud and abuse prevention, billing operations or information technology

• Willing to occasionally step outside of your scope of responsibility in order to ensure that the business runs smoothly.

• Always looking for ways to do things better, faster, and with less work.

• You have a friendly demeanor both in-person and on the phone and are willing to help others resolve technical issues.

• Entrepreneurial-minded and high-energy person looking to add value across the organization.

Desired Technical Skills and Experience:

• 2-5 years of experience in an operations, technical support or IT role

• 1-2 years of experience supporting or working with billing, accounting or POS systems with knowledge of basic accounting principles

• Proficiency in Excel (vlookup, pivot Tables, formulas, conditional formatting, logical statements)

• Knowledge of SQL and relational database design, or a willingness to learn

• Experience with a CRM/ticketing system such as Zendesk

• Strong interpersonal and communications skills, experience in effectively communicating to senior management and internal stakeholders

Working for Line2 is going to put your knowledge and aspirations to the test and you will come out the better for it. Our success is a result of the emerging changes in the mobile business world, including the boom in smartphones, the shift to IP based communications, and the continuing explosion of cloud-based services. With your help Line2’s product offerings will stand out from the competition.