Customer Support Lead – VoIP

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of DI's VoIP onboarding and support services.

• Take charge of onboarding efficiency, support quality, the DialStack escalation process, and the performance management of a trainer along with two support specialists.

• Execute complex cutovers and address challenging escalations.

• Develop processes, mentor the team, and communicate results to leadership.

• Manage, mentor, and grow the trainer and support specialists.

• Prioritize tasks and manage scheduling, coverage, and workload distribution.

• Ensure phone deals progress through preparation, provisioning, activation, and post-cutover health checks.

• Make go/no-go decisions for complex cutovers.

• Act as the primary liaison to DialStack for porting, e911, platform issues, and outages.

• Handle the escalation queue and ensure SLAs are met.

• Develop and maintain SOPs, runbooks, and dial-plan standards.

• Promote continuous improvement as volume increases.

• Monitor and report onboarding KPIs and support metrics to the Director of Onboarding.

• Maintain e911 registration accuracy and adhere to PCI/HIPAA standards for call recording and PHI handling.

• Report to the VP of Support and oversee three direct reports.

• Create documented SOPs and escalation workflows with DialStack.

• Train support specialists to effectively manage Level 1 tickets independently.

• Provide onboarding KPI and support metrics dashboards to leadership.

⛳️ Requirements

• Minimum of 4 years in VoIP/telephony.

• At least 1-2 years of experience in a leadership or mentoring role.

• Hands-on experience with hosted VoIP/UCaaS platforms.

• Knowledgeable in SIP, dial plans, ring groups, IVR, and call routing.

• Direct experience with number porting, including submission, handling rejections, and scheduling cutovers.

• Familiarity with e911 registration processes.

• Understanding of network fundamentals for voice: QoS, NAT, SIP-ALG, firewall considerations, and troubleshooting bandwidth/call quality issues.

• Proven track record in developing processes and documentation.

• Capable of managing vendor/partner relationships.

• Excellent written and verbal communication skills.

• Comfortable with executive-level reporting.

• Preferred: experience in dental, healthcare, or multi-location (DSO) settings.

• Preferred: knowledge of Snom, Yealink, Poly, and VoiceAI/auto-attendant configurations.

• Preferred: previous experience establishing a new support or onboarding function from the ground up.

• Successful completion of a background check, which may include verification of education, employment history, and other credentials.

• Provision of accurate and complete application information.

🏝️ Benefits

• Flexible Paid Time Off.

• 10 paid holidays observed company-wide.

• Competitive medical, dental, and vision plans, with options for enhanced coverage.

• Company-matched contributions to HSA.

• Fully paid parental leave.

• 401K retirement savings plan with a company match of up to 5.5% of your earnings.

• Unlimited access to personal financial advisors.

• Reimbursement program for learning and development.

• Company-paid life, disability, and AD&D insurance.

• Mental health support programs.

• Discounts for cellphone and gym memberships.

• Corporate Sundance Passes.

• Background check and credential verification required for employment offers.