Customer Support Team Lead

Our partner is looking for a Customer Support VoIP Team Lead based in the United States. This role leads the day-to-day operation of a VoIP onboarding and customer support function within a fast-growing SaaS environment.

• 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.

• 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.

• 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 environment.