Support & Implementation Manager, Cloud Communications

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

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.

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

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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.