VoIP Support Team Lead

Job Summary

Owning the day-to-day operations of VoIP onboarding and support, the full-time remote Customer Support VoIP Team Lead will manage a team of three, ensuring high-quality support, effective onboarding processes, and robust escalation management while reporting outcomes to leadership.

Key responsibilities

• Manage, coach, and develop the trainer and support specialists, overseeing scheduling and workload balancing
• Ensure seamless onboarding of phone deals through all stages, including prep, provisioning, and post-cutover health checks
• Serve as the primary contact for infrastructure issues, managing the escalation queue and service level agreements

Required qualifications

• 4+ years of experience in VoIP/telephony, including 1-2 years in a leadership or mentoring role
• Hands-on expertise with hosted VoIP/UCaaS platforms, including SIP and IVR
• Direct experience with number porting and e911 registration
• Understanding of network fundamentals for voice, including QoS and bandwidth troubleshooting
• Proven ability to create processes and documentation, and manage vendor relationships