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Lead, Advanced Support Partner Services

Kitchener, Canada

About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role

As the Team Lead for Advanced Service Partner Support, you are our most senior technical expert and a hands-on mentor. You will not only manage your own queue of complex escalations but also serve as the primary point of guidance and support for the engineers on your team. You will be responsible for day-to-day workflow management, quality control, and acting as the first point of escalation for challenging cases.

This is a role for a natural leader who is passionate about technology and enjoys elevating the skills of their teammates. You will be instrumental in driving technical consistency, troubleshooting the toughest problems, and ensuring the team's success.

You are a go-to technical expert who naturally steps up to lead and guide your peers. You have a passion for mentoring and find satisfaction in helping others succeed. You remain calm and focused under pressure, able to navigate technically complex and emotionally charged situations with confidence. You lead by example, demonstrating an unwavering commitment to quality, ownership, and partner satisfaction.

What you’ll do

  • Act as a "player-coach," managing your own caseload of the most complex partner escalations while providing daily guidance and mentorship to the team.
  • Serve as the first point of technical escalation for team members, providing expert advice and taking ownership of issues when necessary.
  • Monitor team queues and dashboards to ensure proper case distribution, adherence to SLAs, and consistent quality.
  • Lead the team's root cause analysis efforts, helping to identify trends and contributing to reports for leadership.
  • Assist in the onboarding and training of new team members, acting as a dedicated mentor to accelerate their development.
  • Champion the partner escalation playbook, ensuring the team follows best practices and helping to refine processes.
  • Participate in the interview process for new candidates.
  • Foster a collaborative and positive team environment focused on knowledge sharing and mutual success.

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.
  • Bachelor's degree and/or technical certification (e.g., CCNA, Network+) is preferred.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. 

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.

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