UCaaS & CCaaS Support Center Lead

OneCloud; Charlotte (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

OneCloud seeks a Support Center Supervisor to lead the daily operations of its Support Center across UCaaS and CCaaS products. You will own the ticket queue from start to finish, triaging, assigning, and closing issues while mentoring Level I and II technicians with daily coaching and hands-on guidance.

You will act as the first escalation point for both the team and customers, digging into root causes, driving quality assurance, and ensuring each issue leaves a defensible record.

Qualifications

• Bachelor's degree or equivalent in IT/related field.
• 2+ years of experience in a technical support leadership role.
• UCaaS/CCaaS experience preferred.
• Willingness to commute to the support center locations.

Responsibilities

• Own the daily operation of the ticket queue, ensuring each active case has an owner, priority, status, and next steps.
• Mentor and supervise Level I and II technicians with daily coaching and hands-on guidance.
• Serve as the first escalation point for customers and the team; drive root cause analysis and quality assurance.
• Provide regular updates to the Operations Manager on performance, trends, and initiatives; enforce SLA/SLO adherence.
• Develop and maintain SOPs; contribute to knowledge base and documentation.

Skills

Technical leadership

VoIP fundamentals

Incident management

Customer communication

Documentation discipline

Education

Bachelor's degree in IT/related field

2+ years in technical support leadership

Tools

Ticketing systems

ITIL/ITSM familiarity

Job description

OneCloud seeks a Support Center Supervisor to lead the daily operations of its Support Center across UCaaS and CCaaS products. You will own the ticket queue from start to finish, triaging, assigning, and closing issues while mentoring Level I and II technicians with daily coaching and hands-on guidance.

You will act as the first escalation point for both the team and customers, digging into root causes, driving quality assurance, and ensuring each issue leaves a defensible record.