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Team Lead, Platinum Support

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 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 team and 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.

For exceptional talent based in Ontario, Canada the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in Ontario role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Ontario Pay Transparency Range

$84,000 - $106,500 CAD

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 an inclusive environment, free of discrimination and harassment.

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