Number Processing Manager
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What you'll do
- Process all types of phone number porting requests, purchase and cancellation requests, account updates, and account cancellations using Salesforce, Fusion, carrier portals, and internal systems.
- Create, update, and manage phone number features such as Caller ID (CID), 411, E911, company name changes, and PBX moves for new and existing customer accounts.
- Collaborate daily with internal departments, external carriers, and customers to resolve requests, answer questions, and support ongoing projects through Slack, email, Salesforce, and other communication channels.
- Manage assigned tickets and customer requests while meeting established SLAs, including timely case wrap-up, customer responses, and chat response expectations.
- Research customer issues, troubleshoot service requests, and support both internal and external customers across GoTo Connect and Grasshopper.
What they're looking for
- 1–2 years of customer service, technical support, or back-office processing experience in a call center or technology-focused environment.
- Experience managing multiple tasks and priorities in a hybrid work environment while maintaining strong attention to detail and meeting service-level expectations.
- Strong communication skills in English, both written and spoken, with the ability to collaborate effectively across teams and provide professional customer support. Proficiency in English (written and spoken) is required, with at least a C1 level.
- Problem-solving mindset with a strong interest in technology, eagerness to learn new tools and systems, and the ability to research and explain customer inquiries effectively.
Nice to have
- Basic understanding of SIP signaling, VoIP technology, PBX systems, or telecommunications concepts is preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Where you’ll work:
Guatemala City, GU, GTCustomer Care & Success at GoTo
At GoTo, our Customer Care & Success team helps people get the most out of technology. We use innovative, AI-driven tools and automation to make support faster and smarter. Creative thinking and teamwork are at the heart of how we solve problems and enhance customer experience. Join us and use your skills to add value for our customers and have a positive impact on everyone who uses our products.
Your Day to Day
As a Number Processing Manager, you would be working on:
• Number Processing & Account Management: Process all types of phone number porting requests, purchase and cancellation requests, account updates, and account cancellations using Salesforce, Fusion, carrier portals, and internal systems.
• PBX & Feature Configuration: Create, update, and manage phone number features such as Caller ID (CID), 411, E911, company name changes, and PBX moves for new and existing customer accounts.
• Cross-Functional Support: Collaborate daily with internal departments, external carriers, and customers to resolve requests, answer questions, and support ongoing projects through Slack, email, Salesforce, and other communication channels.
• Ticket & SLA Management: Manage assigned tickets and customer requests while meeting established SLAs, including timely case wrap-up, customer responses, and chat response expectations.
• Operational Support & Problem Solving: Research customer issues, troubleshoot service requests, and support both internal and external customers across GoTo Connect and Grasshopper.
What We’re Looking For
As a Number Processing Manager, your background will look like:
• 1–2 years of customer service, technical support, or back-office processing experience in a call center or technology-focused environment.
• Experience managing multiple tasks and priorities in a hybrid work environment while maintaining strong attention to detail and meeting service-level expectations.
• Strong communication skills in English, both written and spoken, with the ability to collaborate effectively across teams and provide professional customer support. Proficiency in English (written and spoken) is required, with at least a C1 level.
• Problem-solving mindset with a strong interest in technology, eagerness to learn new tools and systems, and the ability to research and explain customer inquiries effectively.
• Basic understanding of SIP signaling, VoIP technology, PBX systems, or telecommunications concepts is preferred.
For internal candidates:
•Excellent performance in the past three months
•No active action or development plan
•At least 1 year tenure in the current role
What We Offer
At GoTo, we care about helping our people succeed at work and feel supported in life. Our employee benefits and programs are designed to support your well-being, growth, and sense of belonging. Here's what you can expect as part of our team:
- Comprehensive health benefits
- Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days
- Tuition reimbursement and access to instructor-led and on-demand learning and development programs
- The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coaching
- Employee-led communities and programs, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching
We work hard to create an environment where everyone feels welcome, respected, and able to contribute. Building a culture of belonging isn't just something we talk about - it's part of how we work every day.
Specific benefits and offerings may vary by country in line with local regulations and market practices.
At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts. We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more.
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