Customer Support VoIP Team Lead

Accountabilities:

• • Lead, coach, and develop a trainer and two customer support specialists, setting priorities, managing schedules and coverage, balancing workloads, and supporting their professional growth.
  • Oversee the complete VoIP onboarding lifecycle, ensuring each phone deployment progresses smoothly through preparation, provisioning, activation, and post-cutover health checks.
  • Own go/no-go decisions for complex customer cutovers, using technical judgment to identify risks and ensure implementations are ready for production.
  • Serve as the primary escalation contact with the VoIP infrastructure partner for issues involving number porting, e911, platform defects, outages, and other critical infrastructure concerns.
  • Manage the technical escalation queue and ensure issues are handled within established service-level expectations.
  • Develop, maintain, and continuously improve standard operating procedures, technical runbooks, dial-plan standards, and onboarding workflows.
  • Identify operational bottlenecks and implement improvements that increase onboarding efficiency, support quality, and scalability.
  • Track and report key onboarding metrics, including time to activation and health-check completion, as well as support metrics such as ticket volume, resolution time, and customer satisfaction.
  • Provide regular operational reporting and performance insights to senior leadership.
  • Maintain high standards for e911 registration accuracy and ensure appropriate PCI and HIPAA handling practices for call recordings and protected health information.
  • Act as a hands-on technical resource for complex VoIP troubleshooting, customer cutovers, and escalated support cases.
  • Establish a scalable support and onboarding operating model capable of adapting to a growing customer base.
  • Within the first 90 days, establish documented SOPs and escalation workflows, enable support specialists to independently manage Level 1 tickets, and deliver a functional onboarding and support metrics dashboard to leadership.

  Requirements:

  • 4+ years of professional experience in VoIP, telephony, or a closely related technical environment, including at least 1–2 years of experience leading or mentoring a team.
  • Strong hands-on expertise with hosted VoIP and UCaaS platforms, including SIP, dial plans, ring groups, IVR systems, and call routing.
  • Direct experience managing telephone number porting, including submissions, rejection resolution, and cutover scheduling.
  • Practical experience with e911 registration and related compliance requirements.
  • Strong understanding of voice networking fundamentals, including QoS, NAT, SIP-ALG, firewall configuration considerations, bandwidth requirements, and call-quality troubleshooting.
  • Demonstrated ability to build scalable processes, SOPs, technical documentation, and operational runbooks.
  • Experience managing vendor or technology-partner relationships and coordinating technical escalations.
  • Strong written and verbal communication skills, with the ability to communicate technical issues clearly to customers, team members, vendors, and senior leadership.
  • Comfortable owning executive-facing reporting, interpreting operational metrics, and translating technical performance into actionable business insights.
  • Proven ability to balance hands-on technical work with coaching, delegation, prioritization, and team management.
  • Experience in dental, healthcare, or multi-location environments is preferred.
  • Familiarity with provisioning and configuring Snom, Yealink, or Poly hardware is a plus.
  • Experience with VoiceAI or automated attendant configuration is advantageous.
  • Previous experience building a new customer support or onboarding function from the ground up is preferred.
  • Strong problem-solving skills, operational ownership, and a continuous-improvement mindset.
  • Ability to work effectively in a fully remote environment while maintaining strong collaboration and accountability.

  Benefits:

  • Flexible paid time off.
  • 10 company-wide paid holidays.
  • Competitive medical, dental, and vision insurance, including buy-up plan options.
  • Employer matching of HSA contributions.
  • Fully paid parental leave.
  • 401(k) retirement savings plan with company matching contributions of up to 5.5% of earnings.
  • Unlimited access to personal financial advisors.
  • Learning and development reimbursement program.
  • Company-paid life, disability, and AD&D insurance.
  • Mental health support programs.
  • Cellphone and gym membership discounts.
  • Corporate Sundance Passes and additional employee perks.
  • Fully remote position within the United States.
  • Opportunity to lead and scale a specialized VoIP onboarding and support function in a technology-driven SaaS environment.
  • Significant ownership and visibility across customer support, technical operations, vendor management, and leadership reporting.