Gelenk Networks Inc.(DBA GenVoice Telecom) is an emerging, fast-growing Telecom company based in Toronto. GenVoice possesses several mobile app products, such as textrapp.com. Over 10 million minutes and 20 million messages are transmitted on our cloud-based telecommunication platform every month, and we are proud to bring new technologies and ideas to traditional business communication methods.

Our intelligent R&D team consists of an accomplished group of innovators with a strong technical background and deep knowledge in business telecommunication, VoIP, eSIM and Text(SMS/MMS) and 5G messaging(RCS) systems. Our mission is to provide premium service and outstanding customer experience and cater to clients' individual needs.

In the expansion process, we seek driven and self-motivated professionals who are passionate about mobile app product design and hungry to learn more about the telecommunications industry.

Job Overview:
We are seeking a proactive and customer-focused Customer Success / Account Manager to join our growing team. This role is responsible for managing and maintaining strong relationships with both B2B and B2C clients, ensuring they receive exceptional support, product guidance, and account management services. The ideal candidate will be passionate about improving the customer experience, driving retention, and helping clients maximize value from our products and services.

Key Responsibilities:

• Serve as the primary point of contact for assigned B2B and B2C customers
• Develop deep knowledge of our products and services to provide accurate consultation and tailored solutions
• Manage customer accounts, including onboarding, configuration support, issue resolution, and renewals
• Monitor customer satisfaction and proactively identify opportunities for improvement
• Provide ongoing product education and ensure customers are utilizing all relevant features effectively
• Work closely with internal teams (Product, Marketing, and Support) to advocate for customer needs and resolve any challenges
• Identify upsell and cross-sell opportunities and contribute to customer growth and retention strategies
• Maintain detailed records of customer interactions, feedback, and account progress

Requirements:

• Bachelor’s degree in Business, Marketing, Communications, or a related field
• 3+ years of experience in customer success, account management, or customer operations (B2B/B2C experience is a plus)
• Strong interpersonal and communication skills in both English and Chinese
• Ability to manage multiple customer accounts and prioritize tasks effectively
• Problem-solving mindset and a passion for delivering excellent customer service

Salary and Benefits:

Salary will be commensurate with experience and include a competitive commission and bonus structure. Benefits package will be provided, including healthcare coverage and vacation.

Job Types: Full-time, Permanent

Pay: From $60,000.00 per year

Additional pay:

• Commission pay

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• On-site parking
• Paid time off
• Tuition reimbursement
• Vision care

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Client Operations: 3 years (required)

Language:

• Chinese (required)

Work Location: In person