Customer Support VoIP Team Lead

Dental Intelligence Inc.

4d

About The Position

The Team Lead owns the 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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

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

Benefits

• Flexible Paid Time Off
• 10 company-wide paid holidays
• Competitive Medical, Dental & vision offerings, with buy up plan options
• HSA contributions match
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed