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Salary: USD 120,000 - 180,000 / annual
Clio, a global leader in legal AI technology, is seeking a Support & Implementation Manager for Cloud Communications to lead the Customer Success VoIP team supporting their Unified Communications initiative. This is a player-coach role combining people leadership with hands-on technical expertise.
You will lead and develop a team of VoIP Support & Implementation Technicians, managing performance, setting quarterly goals, and building technical skills. Responsibilities include owning team capacity and scheduling, handling complex VoIP/SIP troubleshooting (registration failures, audio issues, call quality), and serving as the final escalation point for technical and customer issues. You'll review call-flow configuration standards, oversee provisioning and device management, and manage numbers, porting, and messaging compliance workflows.
Key duties involve driving onboarding and implementation quality for new firms' phone systems, building team documentation and knowledge bases, partnering cross-functionally with Engineering and Product teams, and monitoring team metrics including SLA adherence, ticket volume, CSAT, and escalation rates. You'll also hire and onboard new team members and lead VoIP-related projects.
Required qualifications include 3+ years leading a technical support, CS, or implementation team (ideally in telecom, VoIP, MSP, or SaaS), strong people leadership skills, and working knowledge of VoIP/SIP fundamentals including registration, RTP audio paths, NAT/firewall traversal, and codecs. You need networking literacy (routers, firewalls, QoS, VLANs, WiFi), comfort with PBX/telephony configuration and desk phone provisioning (Yealink/Polycom), and experience managing to SLAs in ticket-based workflows. Strong judgment, composure under pressure, and de-escalation skills are essential. Bonus qualifications include MSP/VoIP/telecom help-desk background, Kazoo PBX experience, legal documentation knowledge, and 5+ years in customer-facing CS/Support roles.
