Customer Support VoIP Team Lead

📋 Description

• Lead day-to-day VoIP onboarding and support for a SaaS team
• Mentor a small customer support specialist team
• Own complex VoIP cutovers and escalation handling
• Coordinate with VoIP infra partner; manage escalations
• Develop scalable onboarding processes and SOPs
• Report onboarding and support metrics to leadership

🎯 Requirements

• 4+ years in VoIP/telephony or related tech
• 1–2 years leading a team
• Hands-on with hosted VoIP/UCaaS: SIP, dial plans, IVR, call routing
• Experience with number porting and e911
• Understanding of QoS, NAT, SIP-ALG, firewall, bandwidth
• Strong written/verbal communication; vendor management

🎁 Benefits

• Flexible paid time off
• 10 company-wide paid holidays
• Medical, dental, vision insurance
• Employer matching of HSA
• Fully paid parental leave
• 401(k) with up to 5.5% match