Customer Support VoIP Team Lead

Triwill Group; United States; Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Flexible PTO

Medical, dental & vision

401K with company match

Parental Leave (fully paid)

Learning & Development reimbursement

Life, Disability & AD&D

Mental health support

Job summary

Triwill Group seeks a Team Lead to own the day-to-day VoIP onboarding and support operations. You will guide throughput, quality, and the DialStack escalation relationship while coaching a trainer and two specialists.

You will report to the VP of Support and manage 3 direct reports, building SOPs, dashboards, and performance metrics for leadership review.

Qualifications

• 4+ years in VoIP/telephony with leadership experience.
• Hands-on leadership and mentoring of a small team.
• Proven ability to build processes, runbooks, and documentation.

Responsibilities

• Own day-to-day operation of VoIP onboarding and support functions.
• Manage onboarding throughput, support quality, and escalation relations.
• Lead trainer and two support specialists; schedule, coverage, and workload balancing.
• Own go/no-go decisions on complex cutovers and health checks after provisioning.
• Provide executive-facing reporting on KPIs and support metrics.
• Uphold e911/PCI-HIPAA standards across the team.

Skills

VoIP/telephony

Team leadership

Reporting to leadership

Process documentation

Tools

SIP

Dial plans

e911

IVR

Call routing

Job description

Description: What you'll do:

The Team Lead owns day-to-day operation of DI's VoIP onboarding and support function. This person is accountable for onboarding throughput, support quality, the DialStack escalation relationship, and the performance of a trainer and two support specialists. They are both a working expert - able to run a complex cutover or resolve a hard escalation themselves - and a people leader who builds process, coaches the team, and reports outcomes to leadership.

This role will report to the VP of Support and will manage 3 direct reports.

Outcomes you’ll own:

• Team leadership: Manage, coach, and develop the trainer and support specialists; set priorities; own scheduling, coverage, and workload balancing as the live customer base grows.
• Onboarding oversight: Ensure every phone deal moves cleanly through prep, provisioning, activation, and post-cutover health checks; own the go/no-go decision on complex cutovers.
• Escalation ownership: Serve as the primary contact to DialStack for infrastructure issues (porting, e911, platform bugs, outages); manage the escalation queue and SLAs.
• Process & documentation: Build and maintain SOPs, runbooks, and dial-plan standards; drive continuous improvement as volume scales.
• Reporting: Track and report onboarding KPIs (time-to-activation, health-check completion) and support metrics (ticket volume, resolution time, CSAT) to the Director of Onboarding.
• Quality & compliance: Uphold e911 registration accuracy, and PCI/HIPAA handling standards for call recording and PHI across the team.

Required Qualifications

• 4+ years in VoIP/telephony, with at least 1-2 years leading or mentoring a team.
• Hands-on expertise with hosted VoIP/UCaaS platforms: SIP, dial plans, ring groups, IVR, call routing.
• Direct experience with number porting (submission, rejection handling, cutover scheduling) and e911 registration.
• Network fundamentals for voice: QoS, NAT, SIP-ALG, firewall considerations, bandwidth/call-quality troubleshooting.
• Proven ability to build process and documentation, and to manage vendor/partner relationships.
• Strong written and verbal communication; comfortable owning executive-facing reporting.

Preferred Qualifications

• Experience in a dental, healthcare, or multi-location (DSO) environment.
• Familiarity with hardware provisioning (Snom, Yealink, Poly) and VoiceAI / auto-attendant configuration.
• Prior experience standing up a new support or onboarding function from scratch.

Success in the First 90 Days:

• SOPs and escalation workflow with DialStack established and documented.
• Both support specialists ramped and handling Level 1 tickets independently.
• A working onboarding KPI and support-metrics dashboard delivered to leadership.

What you'll love about us:

• Flexible Paid Time Off + 10 company-wide paid holidays
• Competitive Medical, Dental & vision offerings, with buy up plan options, AND we match your HSA contributions.
• Fully Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% of your earnings + unlimited access to personal financial advisors.
• Learning & Development Reimbursement program
• Company paid Life, Disability & AD&D
• Mental Health support programs, Cellphone & Gym membership Discounts, Corporate Sundance Passes, and more!

Please Note: All offers of employment are contingent upon successful completion of a background check, which may include verification of education, employment history, and other credentials. By applying, you confirm that all information you have provided is accurate and complete to the best of your knowledge, and you understand that misrepresentation may result in disqualification or termination.