Your role
As the Platinum Support Team Lead, you are a hands-on senior technical expert and working lead for the Platinum queue. You will manage your own complex case load while providing daily guidance, coaching, and escalation support to your peers.
This role is focused on workflow leadership, technical depth, and quality. You will not have direct reports, but you will influence the success, consistency, and professional growth of the Platinum Support team through mentorship, feedback, and example.
You will report to the Manager of the Platinum Support teamand partner closely with Support leadership, Product, Engineering, Technical Account Managers, and Customer Success to drive resolution and continuous improvement.
What you’ll do
- Own a queue of the most complex, high-impact Platinum and partner escalations, driving them to resolution with urgency and precision.
- Demonstrate exemplary ticket handling, communication, and documentation standards that others can model.
- Serve as the first point of escalation for Platinum agents
- Provide real-time guidance on troubleshooting strategy, next steps, and communication for challenging cases.
- When needed, assume ownership of critical or at-risk tickets to stabilize the situation and protect the customer relationship.
- Drive workflow and queue management
- Monitor Platinum queues and dashboards to ensure healthy distribution of work, SLA adherence, and consistent follow-through.
- Identify at-risk tickets (aging, repeat contacts, low-quality updates) and proactively intervene or reassign as needed.
- Help coordinate coverage for live channels (phone, chat, webform) to match demand and contractual obligations.
- Champion quality and consistency
- Review case notes, customer updates, and technical investigations for clarity, accuracy, and completeness.
- Provide targeted, actionable feedback to agents on case handling, communication quality, and escalation hygiene.
- Partner with leadership on QA frameworks and contribute examples of “gold standard” interactions.
- Lead root cause and trend analysis
- Conduct or facilitate root cause analysis (RCA) on recurring or high-severity issues impacting Platinum customers.
- Identify patterns in escalations (product gaps, process gaps, enablement gaps) and propose improvements.
- Collaborate with Product and Engineering to ensure bugs and systemic issues are clearly articulated and tracked.
- Support onboarding and ongoing development
- Act as a mentor and subject matter expert for new Platinum agents, helping them ramp quickly on Dialpad products, tools, and expectations.
- Lead or co-lead advanced trainings, TOIs, and case reviews focused on complex scenarios, best practices, and lessons learned.
- Contribute to and curate internal knowledge (runbooks, macros, playbooks) for Platinum-specific workflows.
- Own operational excellence for the Platinum experience
- Help refine and enforce Platinum playbooks around SLAs, communication cadence, escalation paths, and closure criteria.
- Partner with Support Operations on improvements to views, triggers, macros, and reporting that benefit Platinum customers.
- Provide regular, concise updates to leadership on key issues in the Platinum queue, including risks and proposed actions.
- Represent Platinum Support cross-functionally
- Collaborate with Customer Success, TAMs, Sales, and other internal stakeholders on complex customer situations.
- Advocate for Platinum customer needs in internal discussions, bringing data and clear narratives from the front lines.
- Participate in interviews for Platinum roles where appropriate, helping assess technical depth and support mindset.
Skills you’ll bring
- Required: 6+ years of experience in a senior technical support role (e.g., Tier 3, Escalation Management, Senior/Principal Engineer).
- Required: Extensive, hands-on experience in customer and partner de-escalation and managing critical technical incidents.
- Highly Desired: Prior formal or informal experience in a mentorship or team lead capacity.
- Deep technical mastery of VoIP, UCaaS, or complex SaaS products, with the ability to troubleshoot issues others cannot.
- Strong understanding of SIP, local networking (QoS, Firewalls), and packet capture analysis.
- Excellent communication and interpersonal skills, with a proven ability to mentor and develop technical talent.
- A bachelor's degree and/or technical certification (e.g., CCNA, Network+) is preferred.
