Support & Implementation Manager (Cloud Communications (18 Month Contract)

Clio; United States; Hybrid; USD 90,000 - 130,000; Full time

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

VoIP troubleshooting

People leadership

SLA management

Customer success

Escalation handling

Networking basics

PBX provisioning

Cross-functional collaboration

Mentoring

Telecom/VoIP experience

Tools

Kazoo PBX

Yealink devices

Polycom devices

SIP troubleshooting tools

Job description

• We are seeking a Support & Implementation Manager, Cloud Communications to lead our Customer Success VoIP team in Canada or the United States
• This team supports and implements the Voice & Messaging pillar of Clio’s Unified Communications initiative, bringing voice, messaging, and email into a single, consistent experience across the Clio product suite
• This is a player/coach role: you’ll build and lead a high-performing technical team while staying hands-on enough to troubleshoot alongside them, jump into escalations, and set the technical bar
• You’re a people leader who hasn’t lost your technical edge — comfortable coaching a technician through a tricky SIP issue in one meeting and setting quarterly team goals in the next
• Lead, coach, and develop a team of VoIP Support & Implementation Technicians — set goals, run 1:1s, manage performance, and build technical skill on the team
• Own team capacity and scheduling, including coverage for high-volume peaks and escalation windows
• Personally handle a portion of complex VoIP/SIP troubleshooting and escalations (registration failures, one-way/no audio, jitter, packet loss, call quality) to stay technically sharp and unblock the team
• Act as the final escalation point for technical and customer-relationship issues that exceed the team’s scope
• Review and refine call-flow configuration standards: forwarding, auto-attendants/IVR, ring groups, time-of-day routing, voicemail
• Set provisioning and device management standards for desk phones/softphones, MAC registration, and extension assignment
• Oversee numbers, porting, and messaging compliance workflows (LOAs, port rejections, 10DLC registration), ensuring quality and turnaround targets are met
• Drive onboarding/implementation quality for new firms’ phone systems, including migrations from prior systems
• Build and maintain team documentation, knowledge base standards, and training materials
• Partner cross-functionally with Engineering, Product, and CS leadership on Voice & Messaging pillar initiatives
• Monitor team metrics (SLA adherence, ticket/case volume, CSAT, escalation rate) and report on team health and initiative progress
• Hire, onboard, and ramp new team members
• Lead or contribute to cross-functional VoIP-related projects
• Other duties as required

Benefits

• Specialized learning and development programs and access to an in-house performance coach
• Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
• Access to pay transparency on all of our global roles
• Company equity for applicable employees
• RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
• Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
• Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
• Parental leave options for birthing and non-birthing parents
• A $500 contribution to your child’s RESP
• Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
• Virtual and In-person Wellness Programs to support mental and physical health
• Paid time for volunteering through our Clio Gives program
• $2000 annual counseling benefit for CAD Clions

• Working knowledge of VoIP/SIP fundamentals: registration, RTP audio path, NAT/firewall traversal, SIP ALG, codecs, call setup — enough to troubleshoot alongside the team and validate their diagnostics
• Strong people leadership skills: coaching, performance management, feedback delivery, and team development
• Experience managing to SLAs and ticket/case-based workflows, including prioritization under shifting demand
• Composure and de-escalation skills with frustrated customers and high‑pressure situations
• Networking literacy: routers, firewalls, QoS, VLANs, WiFi, ISP/modem basics
• Comfort with PBX/telephony configuration and desk phone/softphone provisioning (Yealink/Polycom)
• Ability to stay hands‑on: comfortable jumping into a live customer troubleshooting call when needed, not just managing from a distance
• Strong judgment on when to solve personally, delegate, or elevate further
• Comfortable working in an AI‑assisted environment
• Comfortable operating in a fast‑paced, evolving environment where scope and process will shift
• 3+ years leading a technical support, CS, or implementation team, ideally in telecom, VoIP, MSP, or SaaS
• Prior MSP, VoIP, or telecom help‑desk background (strong preference with US telecom)
• Kazoo PBX platform experience
• Experience or knowledge in legal documentation and legal practice areas
• 5+ years of experience in a Customer Success, Support or Professional Services environment, specifically in a customer facing role
• Interest in joining a dynamic, high growth, and fast‑moving SaaS company