Customer Support VoIP Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support VoIP Team Lead based in the United States. This role leads the day-to-day operation of a VoIP onboarding and customer support function within a fast-growing SaaS environment. You will combine deep technical expertise with people leadership, ensuring customers experience smooth implementations, reliable phone systems, and responsive support. The position oversees onboarding throughput, support quality, technical escalations, and the performance and development of a small specialist team. You will serve as a hands-on technical expert, capable of managing complex cutovers and resolving challenging VoIP issues when escalation is required. At the same time, you will establish scalable processes, documentation, performance metrics, and coaching practices as customer demand grows. The role provides significant ownership and visibility, with responsibility for vendor relationships, operational reporting, quality, and compliance. Reporting to the VP of Support, you will manage three direct reports and play a key role in scaling a high-quality customer experience.