Inbound Sales Representative / Product Lead

About the Role:

We’re hiring an Inbound Sales Representative / Product Lead to take ownership of Fongo’s Home Phone product. You may be thinking Home Phone sales should be declining, but it’s quite the opposite at Fongo. This is a unique role that blends sales performance with product ownership; ideal for someone who wants managerial experience along with closing sales. You’ll be responsible for driving net sales of the product, meaning success comes not only from acquiring new customers, but also from reducing cancellations, improving retention, and continuously enhancing the overall customer experience. This role is best suited for someone based in the Kitchener–Waterloo–Cambridge–Guelph area, with the flexibility to work fully remote or from our office in the Blackberry buildings in North Waterloo (RIM Park).

On the sales side, you will be the primary point of contact for prospective customers. This includes answering inbound sales calls during business hours (9am–5pm, Monday to Friday), following up on missed calls and voicemails, and working leads captured by our AI phonebot after hours and on weekends. You’ll also respond to inquiries submitted through our website, engage with customers via live chat when time allows, and conduct targeted outbound outreach to organizations that can unlock access to larger customer groups, such as retirement communities and condo or housing complexes. We have a well-built sales funnel with constant leads coming your way; you just need to close them.

On the retention and customer experience side, you will proactively reach out to customers who are considering cancelling or porting out their number, with a focus on saving the sale and identifying underlying concerns.

Beyond customer interactions, you will act as the internal owner of the Home Phone product, with a strong focus on retention and customer satisfaction. This includes reviewing AI phonebot conversations and recommending improvements. You will take the lead on CCTS-related cases for Home Phone. You’ll also oversee the day-to-day operations of the Home Phone support function by managing two support agents, monitoring the support queue, reviewing case handling quality, and providing guidance when agents escalate to you. Regular review of the support queue and agent performance will be expected to ensure customers are receiving timely and effective support.

Operationally, you will also be involved in the shipping and fulfillment of orders.

This position is well-suited for a motivated, self-directed individual who thrives in a performance-driven environment and wants to play a meaningful role in growing a product.

About Fongo:

Fongo is a Canadian entrepreneurial and innovative leader in the telecommunications space, offering a mix of personal and commercial communication services for mainly the Canadian market (with some global penetration). Our consumer suite of services includes mobile apps, home phone, home internet, and cellular data; while our commercial division focuses on Fongo Works, our cloud-based business phone system service.

Our mission - Disrupting the communications world with free and low-cost options for your communication needs.

We are a small team that thrives on communication. We utilize Google Workspace services (Chat, Gmail, Meet) for real-time communication with one another, ensuring we're all on the same page. We have weekly team meetings to discuss what we've been working on, what's in the pipeline, and if there's anything that we need help with. We encourage teamwork whenever possible.

Responsibilities

Sales Activities

• Answer incoming calls to the sales line 9am-5pm, Mon-Fri
• Outbound calls
• Missed calls or voicemails-left during business hours
• Sales leads taken by our ai phonebot during after hours & weekends
• Cancellation and port-out requests (win-back opportunities)
• Email customers after they have submitted questions through website forms
• Live-chat with customers if time allows
• Cold-outreach to organizations that may provide access to large number of customers
• Retirement villages
• Housing/condo complexes

Managerial Activities

• Review ai phonebot conversations and stats
• Identify issues and recommend improvements
• Take the lead on CCTS cases related to FHP (Commission for Complaints for Telecom-television Services)
• Manage 2 support agents and the home phone support queue
• Review the home phone support queue weekly to ensure agents are on-top of cases
• Review their handling of support cases when time allows
• Guide agents when they escalate cases to you
• Identify process improvements
• Take lead on Home Phone shipping issues
• Review shipping queue for returns
• Order reshipment requests

Qualifications

• Experience in sales, customer service, or a customer-facing role (inbound or outbound)
• Strong communication skills across phone, email, and chat
• Ability to close sales and handle objections, especially in win-back or retention scenarios
• Experience working in a performance-incentive environment
• Highly self-motivated and organized, with the ability to manage multiple priorities independently
• Strong problem-solving mindset with the ability to identify patterns and improve processes
• Experience using tools like CRM systems, support platforms (e.g., Zendesk), or live chat tools is an asset
• Ability to handle customer escalations professionally and confidently
• Interest in owning and improving a product, not just selling it
• Based in or near the Kitchener–Waterloo–Cambridge–Guelph area

Location & Culture

As this role requires you to be on the phone a lot, you require a quiet space to work. If you prefer to work-from-home as you have a quiet space to work during business hours, every weekday, you’re welcome to do so. We have office space in North Waterloo (the old Black Berry buildings) where you can work full-time or part-time (the rest at home); whatever works best for you. There is opportunity in our office to set up a small, private office. Some Fongo team members work in-office once per week (but is not required).

The team gets together for monthly lunches, often at nearby restaurants, sometimes ordered-in. Dress code for the office and work outings is casual.

Hours

40 hours per week - Full-timeYou will be required to be available 9am-5pm Mon-Fri. As your OTE is based on net sales, you may want to work beyond 40 hours per week on occasion if there is not enough time in a typical work day to respond to all sales leads and perform all managerial tasks.

Compensation

Base Salary - $46,000 per year

OTE - $5,000-$20,000 per year

Pay: $46,000.00-$66,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Work from home

Education:

• DCS / DEC (preferred)

Language:

• English (preferred)

Work Location: Remote