Support & Implementation Manager, Cloud Communications

For our client, we are seeking a Support & Implementation Manager, Cloud Communications to join the team of a leader in the Information Technology space. This role will lead a team focused on technical support and implementation for cloud communications solutions, with a strong emphasis on VoIP troubleshooting, onboarding, and service quality. The manager will balance hands-on escalation support with people leadership, ensuring customers receive timely, effective assistance during complex technical issues. The position will also partner across functions to improve processes, documentation, and performance in a high-volume support environment. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $120,000 – $180,000 annually Responsibilities Lead and develop a team of VoIP support and implementation technicians Manage team capacity and coverage during high-volume periods Handle complex VoIP/SIP troubleshooting and escalations personally Set and refine call-flow configuration standards Ensure quality in onboarding and implementation for new phone systems Build and maintain team documentation and training materials Monitor team metrics and report on performance Contribute to cross-functional VoIP-related projects Qualifications 3+ years leading a technical support, customer success, or implementation team in telecom, VoIP, MSP, or SaaS Strong people leadership skills, including coaching and performance management Working knowledge of VoIP/SIP fundamentals for troubleshooting Networking literacy, including routers, firewalls, QoS, and VLANs Experience managing SLAs and ticket-based workflows Ability to engage directly with customer troubleshooting calls Strong de-escalation and judgment skills in high-pressure situations Benefits Competitive salary with top-tier health benefits, dental, and vision insurance Flexible time off policy encouraging 20 days off annually EAP benefits for counseling and online resources for employees and families 401(k) matching and child education savings program Recognition program for long service milestones Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.