Customer Support Lead – VoIP

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dental Intelligence

WebsiteLinkedInAll Job Openings

2 - 10 employees

Founded 2011

🏥 Healthcare

🏭 Manufacturing

🤝 B2B

💰 Private Equity Round - Dental Intelligence on 2020-01

Healthcare • Manufacturing • B2B

Dental Intelligence is a company that provides one-stop services to upgrade dental practices and clinical environments. They create stylish, functional and safe practice designs, supply dental equipment and consumables from leading manufacturers (partners named include A-dec, W&H, Acteon and Cattani), and offer sales, installation and prompt after-sales support. Their work focuses on helping dental clinics and practitioners with equipment procurement, intelligent design solutions, and practice fit-outs so clients can focus on patient care.

📋 Description

• Own day-to-day operation of DI's VoIP onboarding and support function • Own onboarding throughput, support quality, DialStack escalation relationship, and performance of a trainer and two support specialists • Run complex cutovers and resolve difficult escalations • Build processes, coach the team, and report outcomes to leadership • Manage, coach, and develop the trainer and support specialists • Set priorities and own scheduling, coverage, and workload balancing • Ensure phone deals move through prep, provisioning, activation, and post-cutover health checks • Own go/no-go decisions on complex cutovers • Serve as primary contact to DialStack for porting, e911, platform bugs, and 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 and support metrics to the Director of Onboarding • Uphold e911 registration accuracy and PCI/HIPAA handling standards for call recording and PHI • Report to the VP of Support and manage 3 direct reports • Establish documented SOPs and escalation workflow with DialStack • Ramp support specialists to independently handle Level 1 tickets • Deliver onboarding KPI and support-metrics dashboard to leadership

🎯 Requirements

• 4+ years in VoIP/telephony • At least 1-2 years leading or mentoring a team • Hands-on expertise with hosted VoIP/UCaaS platforms • Knowledge of SIP, dial plans, ring groups, IVR, and call routing • Direct experience with number porting, including submission, rejection handling, and cutover scheduling • Experience with e911 registration • Network fundamentals for voice: QoS, NAT, SIP-ALG, firewall considerations, and bandwidth/call-quality troubleshooting • Proven ability to build process and documentation • Ability to manage vendor/partner relationships • Strong written and verbal communication • Comfortable owning executive-facing reporting • Preferred: experience in a dental, healthcare, or multi-location (DSO) environment • Preferred: familiarity with Snom, Yealink, Poly, and VoiceAI/auto-attendant configuration • Preferred: prior experience standing up a new support or onboarding function from scratch • Successful completion of a background check, which may include verification of education, employment history, and other credentials • Accurate and complete application information

🏖️ Benefits

• Flexible Paid Time Off • 10 company-wide paid holidays • Competitive Medical, Dental & vision offerings, with buy up plan options • HSA contributions matched by the company • 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 • Background check and credential verification for employment offers