Support & Implementation Manager, Cloud Communications

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $120k - $180k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛠️ Implementation Specialist

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Clio - Cloud-Based Legal Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

☁️ SaaS

⚖️ Legal

🔐 Security

SaaS • Legal • Security

Clio is a cloud-based legal technology company that provides comprehensive legal practice management software for law firms. The platform offers a range of solutions including client intake, billing, document management, and calendaring to streamline law firms' operations. Clio is designed to improve the efficiency of legal practices by automating administrative tasks and providing secure, reliable data storage with a strong focus on data security. The software is enhanced with features that accommodate different areas of legal practice, and it integrates with over 250 other tools to optimize workflow for legal professionals. Clio serves solo practitioners as well as small to large law firms worldwide.

📋 Description

• 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 complex VoIP/SIP troubleshooting and escalations involving registration failures, one-way/no audio, jitter, packet loss, and call quality • Act as the final escalation point for technical and customer-relationship issues beyond the team's scope • Review and refine call-flow configuration standards, including forwarding, auto-attendants/IVR, ring groups, time-of-day routing, and voicemail • Set provisioning and device-management standards for desk phones/softphones, MAC registration, and extension assignment • Oversee numbers, porting, and messaging compliance workflows, including LOAs, port rejections, and 10DLC registration • Drive onboarding and implementation quality for new firms' phone systems, including migrations from prior systems • Build and maintain team documentation, knowledge-base standards, and training materials • Partner with Engineering, Product, and CS leadership on Voice & Messaging initiatives • Monitor team metrics such as SLA adherence, ticket/case volume, CSAT, and 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 • Perform other duties as required

🎯 Requirements

• 3+ years leading a technical support, CS, or implementation team, ideally in telecom, VoIP, MSP, or SaaS • Strong people leadership skills: coaching, performance management, feedback delivery, and team development • Working knowledge of VoIP/SIP fundamentals: registration, RTP audio path, NAT/firewall traversal, SIP ALG, codecs, and call setup • Networking literacy: routers, firewalls, QoS, VLANs, WiFi, and ISP/modem basics • Comfort with PBX/telephony configuration and desk phone/softphone provisioning, including Yealink/Polycom • Experience managing to SLAs and ticket/case-based workflows, including prioritization under shifting demand • Ability to stay hands-on and join live customer troubleshooting calls when needed • Strong judgment on when to solve personally, delegate, or escalate further • Composure and de-escalation skills with frustrated customers and high-pressure situations • Comfortable operating in a fast-paced, evolving environment where scope and process will shift • Comfortable working in an AI-assisted environment • Prior MSP, VoIP, or telecom help-desk background, especially US telecom, strongly preferred • Kazoo PBX platform experience is a bonus • Experience or knowledge in legal documentation and legal practice areas is a bonus • 5+ years of experience in a Customer Success, Support or Professional Services environment, specifically in a customer-facing role is a bonus • Interest in joining a dynamic, high-growth, fast-moving SaaS company

🏖️ Benefits

• Competitive, equitable salary • Top-tier health benefits • Dental insurance • Vision insurance • Hybrid work environment for local Clions, with minimum twice-weekly office expectation • Flexible time off policy, with an encouraged 20 days off per year • EAP benefits for you and household members, including counseling and online resources • 401k matching • Child Education Savings • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years • Accessibility accommodations during the recruitment process