Customer Support VoIP Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support VoIP Team Lead based in the United States. This role leads the day-to-day operation of a VoIP onboarding and customer support function within a fast-growing SaaS environment. You will combine deep technical expertise with people leadership, ensuring customers experience smooth implementations, reliable phone systems, and responsive support. The position oversees onboarding throughput, support quality, technical escalations, and the performance and development of a small specialist team. You will serve as a hands-on technical expert, capable of managing complex cutovers and resolving challenging VoIP issues when escalation is required. At the same time, you will establish scalable processes, documentation, performance metrics, and coaching practices as customer demand grows. The role provides significant ownership and visibility, with responsibility for vendor relationships, operational reporting, quality, and compliance. Reporting to the VP of Support, you will manage three direct reports and play a key role in scaling a high-quality customer experience. Lead, coach, and develop a trainer and two customer support specialists, setting priorities, managing schedules and coverage, balancing workloads, and supporting their professional growth. Oversee the complete VoIP onboarding lifecycle, ensuring each phone deployment progresses smoothly through preparation, provisioning, activation, and post-cutover health checks. Own go/no-go decisions for complex customer cutovers, using technical judgment to identify risks and ensure implementations are ready for production. Serve as the primary escalation contact with the VoIP infrastructure partner for issues involving number porting, e911, platform defects, outages, and other critical infrastructure concerns. Manage the technical escalation queue and ensure issues are handled within established service-level expectations. Develop, maintain, and continuously improve standard operating procedures, technical runbooks, dial-plan standards, and onboarding workflows. Identify operational bottlenecks and implement improvements that increase onboarding efficiency, support quality, and scalability. Track and report key onboarding metrics, including time to activation and health-check completion, as well as support metrics such as ticket volume, resolution time, and customer satisfaction. Provide regular operational reporting and performance insights to senior leadership. Maintain high standards for e911 registration accuracy and ensure appropriate PCI and HIPAA handling practices for call recordings and protected health information. Act as a hands-on technical resource for complex VoIP troubleshooting, customer cutovers, and escalated support cases. Establish a scalable support and onboarding operating model capable of adapting to a growing customer base. Within the first 90 days, establish documented SOPs and escalation workflows, enable support specialists to independently manage Level 1 tickets, and deliver a functional onboarding and support metrics dashboard to leadership. Requirements: 4+ years of professional experience in VoIP, telephony, or a closely related technical environment, including at least 1–2 years of experience leading or mentoring a team. Strong hands-on expertise with hosted VoIP and UCaaS platforms, including SIP, dial plans, ring groups, IVR systems, and call routing. Direct experience managing telephone number porting, including submissions, rejection resolution, and cutover scheduling. Practical experience with e911 registration and related compliance requirements. Strong understanding of voice networking fundamentals, including QoS, NAT, SIP-ALG, firewall configuration considerations, bandwidth requirements, and call-quality troubleshooting. Demonstrated ability to build scalable processes, SOPs, technical documentation, and