Support & Implementation Manager, Cloud Communications

Clio
Canada, United States
Workplace: RemoteFull timeUSD 120,000 - 180,000 annuallyFunction: Communications, PR & CommunitySkills: ["Coaching","Performance management","De-escalation","Judgment","Hands-on troubleshooting"]

Lead and coach a technical VoIP Support & Implementation team, owning capacity planning, escalations, and complex SIP troubleshooting to keep voice, messaging, and email experiences consistent across the product suite. Set call-flow and provisioning standards, oversee porting and compliance workflows, and drive high-quality onboarding and migrations for new firms. Partner with Engineering, Product, and CS leadership, track SLAs and health metrics, and ramp and grow the team.

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Clio
Clio
2 days ago

Support & Implementation Manager, Cloud Communications

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Last checked: 9 hours agoStatus: Live

Job Summary

Lead and coach a technical VoIP Support & Implementation team, owning capacity planning, escalations, and complex SIP troubleshooting to keep voice, messaging, and email experiences consistent across the product suite. Set call-flow and provisioning standards, oversee porting and compliance workflows, and drive high-quality onboarding and migrations for new firms. Partner with Engineering, Product, and CS leadership, track SLAs and health metrics, and ramp and grow the team.
Location: Canada, United States
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a team of VoIP Support & Implementation Technicians, including goals, 1:1s, and performance management
  • •Own team capacity and scheduling, including coverage for high-volume peaks and escalation windows
  • •Handle complex VoIP/SIP troubleshooting and escalations to unblock the team
  • •Review and refine call-flow configuration standards and provisioning/device management for desk phones and softphones
  • •Oversee numbers, porting, and messaging compliance workflows and drive onboarding/implementation quality for new firms

Pay and Benefits

Salary: USD 120,000 - 180,000 annually
Perks:Health InsuranceDentalVision401k

Key Requirements

  • •3+ years leading a technical support, CS, or implementation team, ideally in telecom, VoIP, MSP, or SaaS
  • •Strong people leadership skills, including coaching, performance management, and team development
  • •Working knowledge of VoIP/SIP fundamentals to troubleshoot issues and validate diagnostics
  • •Networking literacy (routers, firewalls, QoS, VLANs, WiFi, ISP/modem basics)
  • •Experience managing to SLAs and ticket/case-based workflows while staying hands-on for escalations
Experience:TelecomVoIPMSPSaaSCustomer support
Skills:CoachingPerformance managementDe-escalationJudgmentHands-on troubleshooting
Tech Stack:VoIPSIPRTPPBXSIP ALGYealinkPolycomKazoo10DLCIVR

Company Brief

Clio
Provides cloud-based practice management, client intake, billing, and legal productivity software for law firms. Clio helps legal professionals manage cases, documents, timekeeping, and payments through an integrated SaaS platform.
Industry: LegalTech
Headquarters: Vancouver, Canada
Founded: 2008
WebsiteLinkedIn