Why This Job is Featured on The SaaS Jobs
Modern SaaS products live and die by the quality of their post sale experience, and advanced support is where product complexity and customer outcomes meet. This Manager, Advanced Support Services role sits at that intersection, focused on telephony, a domain where reliability, integrations, and real time issue resolution are part of the core value proposition. The remit spans the end to end customer experience while coordinating with Sales, Product, Success, Services, and Engineering, a cross functional footprint that is typical of mature SaaS operating models.
For a SaaS career, the role builds durable capability in translating customer pain into operational change. Ownership of support strategy, tooling, escalation paths, and KPI driven performance management develops the same systems thinking used in scaled SaaS organisations to protect retention and expand accounts. Experience leading technical support teams also transfers well into broader CX leadership, support operations, or customer success enablement roles.
This position tends to suit managers who enjoy structured problem solving and decision making grounded in metrics. It also fits leaders who can balance coaching and accountability with process design, and who are comfortable acting as a connector across functions when customer feedback needs to become product and workflow improvements.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your role
As the Manager of Advanced Telephony Support, you will be responsible for the end-to-end customer experience. You’ll work closely with cross-functional leaders in Sales, Customer Support, Product Management, Customer Success, Professional Services, and Engineering to deliver best-in-class support to our customers.
This position reports to our Director of Advanced Support Services and has the opportunity to be based in any of our Dialpad offices or remotely. The preferred schedule will be based on US business hours but will be flexible depending on the needs of the business.
The Customer Experience (CX) Organization is aimed at delighting customers at every touchpoint. We are dedicated to understanding and meeting the evolving needs and expectations of our customers. We are committed to working collaboratively to deliver seamless and memorable interactions.
Dialpad’s Manager of Advanced Telephony Support will manage and lead our Advanced Telephony Support team to support our customers globally. In this role, you’ll combine your expertise and leadership skills to help deliver a world-class customer experience.
What you’ll do
- Provide leadership to the Global Advanced Telephony Support Team, fostering a culture of accountability, collaboration, and innovation.
- Develop and execute a comprehensive customer support strategy aligned with the company's goals and objectives using industry trends and best practices.
- Recruit, train, and mentor a high-performing customer support team.
- Provide strong leadership oversight through mentorship, performance improvement, recruiting top talent, and performance management.
- Collaborate with cross-functional teams to address customer feedback.
- Drive product & process improvements.
- Drive initiatives to enhance the overall customer experience and satisfaction. Implement processes and tools to streamline customer support workflows and improve response times.
- Establish and maintain efficient support operations, including ticket management systems, knowledge bases, and escalation procedures.
- Monitor key performance indicators (KPIs) related to customer support, such as first response time, resolution time, and customer satisfaction scores, and take action to address any issues.
- Optimize resource allocation and budget management to maximize the effectiveness of the customer support function.
- Oversee the day-to-day operations of the support center, managing a team of support agents, resource allocation, training, scheduling, and ensuring the timely resolution of customer issues.
- Drive effective escalation management. Monitor key performance metrics and ensure that the team meets or exceeds established targets for customer satisfaction, response times, and issue resolution.
- Collaborate with cross-functional teams to identify and implement strategies to enhance the overall customer experience and drive customer loyalty.
Skills you’ll bring
- Proven experience in a leadership role within a customer support or service organization, with at least 5+ years of experience.
- Strong understanding of customer support best practices, customer support tools, and a proven track record in leading technical teams.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and senior management.
- A strategic leader who can develop and execute initiatives to enhance the customer experience and drive business results.
- Analytical mindset with proficiency in using data and metrics to measure performance and inform decision-making.
- Strong industry-specific knowledge and technical skills.
- Customer-centric mindset with a passion for delivering exceptional service and building long-term customer relationships.
- Bachelor's degree in business administration, management, or a related field.
