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 team Own team capacity and scheduling, including coverage for high-volume peaks and escalation windows Personally 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 team Act as the final escalation point for technical and customer-relationship issues that exceed the team's scope Review and refine call-flow configuration standards: forwarding, auto-attendants/IVR, ring groups, time-of-day routing, voicemail Set provisioning and device management standards for desk phones/softphones, MAC registration, and extension assignment Oversee numbers, porting, and messaging compliance workflows (LOAs, port rejections, 10DLC registration), ensuring quality and turnaround targets are met Drive onboarding/implementation quality for new firms' phone systems, including migrations from prior systems Build and maintain team documentation, knowledge base standards, and training materials Partner cross-functionally with Engineering, Product, and CS leadership on Voice & Messaging pillar initiatives Monitor team metrics (SLA adherence, ticket/case volume, CSAT, escalation rate) and report on team health and initiative progress Hire, onboard, and ramp new team members Lead or contribute to cross-functional VoIP-related projects Other duties as required What you should have: 3+ years leading a technical support, CS, or implementation team, ideally in telecom, VoIP, MSP, or SaaS Strong people leadership skills: coaching, performance management, feedback delivery, and team development Working knowledge of VoIP/SIP fundamentals: registration, RTP audio path, NAT/firewall traversal, SIP ALG, codecs, call setup — enough to troubleshoot alongside the team and validate their diagnostics Networking literacy: routers, firewalls, QoS, VLANs, WiFi, ISP/modem basics Comfort with PBX/telephony configuration and desk phone/softphone provisioning (Yealink/Polycom) Experience managing to SLAs and ticket/case-based workflows, including prioritization under shifting demand Ability to stay hands-on: comfortable jumping into a live customer troubleshooting call when needed, not just managing from a distance Strong judgment on when to solve personally, delegate, or escalate further Composure and de-escalation skills with frustrated customers and high-pressure situations Comfortable operating in a fast-paced, evolving environment where scope and process will shift Comfortable working in an AI-assisted environment Serious bonus points if you have: Prior MSP, VoIP, or telecom help-desk background (strong preference with US telecom) Kazoo PBX platform experience Experience or knowledge in legal documentation and legal practice areas 5+ years of experience in a Customer Success, Support or Professional Services environment, specifically in a customer facing role Interest in joining a dynamic, high growth, and fast-moving SaaS company. What you will find here: Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture. Some highlights of our Total Rewards program include: Competitive, equitable salary with top-tier health benefits, dental, and vision insurance Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week. Flexible time off policy, with an encouraged 20 days off per year. EAP benefits for you and household members, including counseling and online resources 401k matching and Child Education Savings Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years ​ The expected salary range for this role is $120,000 to $180,000 USD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion . We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs. Learn more about our culture at clio.com/careers We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions. Disclaimer: We only communicate with candidates through official @clio.com email addresses.