Senior VoIP Support & Implementation Lead
Clio
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Job summary
Clio is seeking a Support & Implementation Manager, Cloud Communications to lead our Customer Success VoIP team in Canada or the United States. You will guide a high-performing, hands-on team, handle complex VoIP/SIP escalations, and set technical standards across provisioning, call-flow, and porting.
This player/coach role emphasizes leadership with ongoing technical depth and a focus on customer outcomes.
Qualifications
- 3+ years leading a technical support or implementation team.
- 5+ years in Customer Success, Support, or Professional Services in a customer-facing role.
- Hands-on VoIP/SIP troubleshooting capabilities.
- Experience with onboarding, migrations, and provisioning processes.
- Strong coaching, feedback, and performance management skills.
- Comfort with fast-paced, growing SaaS environments.
- US telecom familiarity and bilingual collaboration a plus.
Responsibilities
- Lead and grow a VoIP Support & Implementation team, setting goals and coaching.
- Own capacity planning, scheduling, and escalation windows.
- Hands-on troubleshooting for complex VoIP/SIP issues when needed.
- Set and enforce call-flow, provisioning, and device management standards.
- Drive onboarding quality for new firms’ phone systems and migrations.
- Partner with Engineering, Product, and CS leadership on Voice & Messaging initiatives.
- Monitor SLA adherence, ticket volume, CSAT, and team health metrics.
- Hire, onboard, and ramp new team members; mentor staff growth.
Skills
Tools
Job description
Clio is seeking a Support & Implementation Manager, Cloud Communications to lead our Customer Success VoIP team in Canada or the United States. You will guide a high-performing, hands-on team, handle complex VoIP/SIP escalations, and set technical standards across provisioning, call-flow, and porting.
This player/coach role emphasizes leadership with ongoing technical depth and a focus on customer outcomes.
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