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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 across Canada or the United States. 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, setting goals, conducting 1:1s, managing performance, and building technical skills. Responsibilities include owning team capacity and scheduling, handling complex VoIP/SIP troubleshooting and escalations, and serving as the final escalation point for technical and customer-relationship issues. You'll review and refine call-flow configuration standards (forwarding, auto-attendants, IVR, ring groups, time-of-day routing, voicemail), oversee provisioning and device management standards for desk phones and softphones, and manage numbers, porting, and messaging compliance workflows.
Key duties include driving onboarding and implementation quality for new firms' phone systems, building team documentation and knowledge base standards, partnering cross-functionally with Engineering, Product, and CS leadership, and monitoring team metrics (SLA adherence, ticket volume, CSAT, escalation rate). You'll also hire, onboard, and ramp new team members and lead cross-functional VoIP-related projects.
Required qualifications: 3+ years leading a technical support, CS, or implementation team (ideally in telecom, VoIP, MSP, or SaaS); strong people leadership skills; working knowledge of VoIP/SIP fundamentals; networking literacy (routers, firewalls, QoS, VLANs, WiFi); comfort with PBX/telephony configuration and desk phone/softphone provisioning; experience managing to SLAs and ticket-based workflows; ability to stay hands-on and jump into live customer calls; strong judgment on problem-solving vs. delegation; composure in high-pressure situations; and comfort in a fast-paced, evolving environment.
Bonus qualifications include MSP/VoIP/telecom help-desk background, Kazoo PBX platform experience, knowledge of legal documentation and practice areas, and 5+ years in customer-facing CS/Support/Professional Services roles.
Clio offers competitive, equitable salary ($120,000–$180,000 USD), top-tier health/dental/vision benefits, hybrid work (minimum twice per week in-office for local offices in Vancouver, Calgary, Toronto, Dublin, Sydney), flexible time off (20 days encouraged annually), EAP benefits, 401k matching, and a Clioversary recognition program.
