Support & Implementation Manager, Cloud Communications
Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.Summary:Who you are:We are seeking a Support & Implementation Manager, Cloud Communications to lead our Customer Success VoIP team in Canada or the United States. This team supports and implements the Voice & Messaging pillar of Clio's Unified Communications initiative, bringing voice, messaging, and email into a single, consistent experience across the Clio product suite.This is a player/coach role: you'll build and lead a high-performing technical team while staying hands-on enough to troubleshoot alongside them, jump into escalations, and set the technical bar. You're a people leader who hasn't lost your technical edge — comfortable coaching a technician through a tricky SIP issue in one meeting and setting quarterly team goals in the next.What you'll do:Lead, coach, and develop a team of VoIP Support & Implementation Technicians — set goals, run 1:1s, manage performance, and build technical skill on the teamOwn team capacity and scheduling, including coverage for high-volume peaks and escalation windowsPersonally handle a portion of complex VoIP/SIP troubleshooting and escalations (registration failures, one-way/no audio, jitter, packet loss, call quality) to stay technically sharp and unblock the teamAct as the final escalation point for technical and customer-relationship issues that exceed the team's scopeReview and refine call-flow configuration standards: forwarding, auto-attendants/IVR, ring groups, time-of-day routing, voicemailSet provisioning and device management standards for desk phones/softphones, MAC registration, and extension assignmentOversee numbers, porting, and messaging compliance workflows (LOAs, port rejections, 10DLC registration), ensuring quality and turnaround targets are metDrive onboarding/implementation quality for new firms' phone systems, including migrations from prior systemsBuild and maintain team documentation, knowledge base standards, and training materialsPartner cross-functionally with Engineering, Product, and CS leadership on Voice & Messaging pillar initiativesMonitor team metrics (SLA adherence, ticket/case volume, CSAT, escalation rate) and report on team health and initiative progressHire, onboard, and ramp new team membersLead or contribute to cross-functional VoIP-related projectsOther duties as requiredWhat you should have:3+ years leading a technical support, CS, or implementation team, ideally in telecom, VoIP, MSP, or SaaSStrong people leadership skills: coaching, performance management, feedback delivery, and team developmentWorking knowledge of VoIP/SIP fundamentals: registration, RTP audio path, NAT/firewall traversal, SIP ALG, codecs, call setup — enough to troubleshoot alongside the te...