Note: The job is a remote job and is open to candidates in USA. Dental Intelligence Inc. provides SaaS analytics and workflow solutions for dental practices. The Customer Support VoIP Team Lead will own the day-to-day VoIP onboarding and support function, lead three direct reports, manage escalations and vendor relationships, and oversee process improvement, reporting, quality, and compliance.
Responsibilities
- Manage, coach, and develop the trainer and support specialists; set priorities; own scheduling, coverage, and workload balancing as the live customer base grows
- Ensure every phone deal moves cleanly through prep, provisioning, activation, and post-cutover health checks; own the go/no-go decision on complex cutovers
- Serve as the primary contact to DialStack for infrastructure issues (porting, e911, platform bugs, 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 (time-to-activation, health-check completion) and support metrics (ticket volume, resolution time, CSAT) to the Director of Onboarding
- Uphold e911 registration accuracy, and PCI/HIPAA handling standards for call recording and PHI across the team
Skills
- 4+ years in VoIP/telephony, with at least 1-2 years leading or mentoring a team
- Hands-on expertise with hosted VoIP/UCaaS platforms: SIP, dial plans, ring groups, IVR, call routing
- Direct experience with number porting (submission, rejection handling, cutover scheduling) and e911 registration
- Network fundamentals for voice: QoS, NAT, SIP-ALG, firewall considerations, bandwidth/call-quality troubleshooting
- Proven ability to build process and documentation, and to manage vendor/partner relationships
- Strong written and verbal communication; comfortable owning executive-facing reporting
- Experience in a dental, healthcare, or multi-location (DSO) environment
- Familiarity with hardware provisioning (Snom, Yealink, Poly) and VoiceAI / auto-attendant configuration
- Prior experience standing up a new support or onboarding function from scratch
Benefits
- Flexible Paid Time Off
- 10 company-wide paid holidays
- Competitive Medical, Dental & vision offerings, with buy up plan options
- The company matches HSA contributions
- 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
Company Overview