Technical Onboarding Manager, Phones

At Podium, our mission is to arm every local business with a complete platform and outcome-driven AI employees that convert leads into real, paying customers. Every day, millions of workers use our AI lead conversion and communication platform to help them get more leads and make more money.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!

A Technical Onboarding Manager of Phones is a vital part of the Podium team. In this role, you will be a technical expert and a resource for Podium customers and Onboarding Managers. Responsible for troubleshooting phone issues of new customer accounts with a focus on VoIP, networks, and call routing. Responsible for reviewing third-party onsite network optimization reports and creating a plan for next steps. Responsible for working with customers to optimize their network by adjusting router configurations (if needed). Additional responsibilities may include bug documentation and phone number porting support. Podium’s phone product is rapidly growing. Defining SOPs and creating KB articles may become an additional responsibility. 

Key Responsibilities:

• Troubleshoot technical issues related to network setup, call quality, and device configurations
• Provide training to customers on how to maximize their use of Podium Phones
• Work cross-functionally with sales, support, and product teams to provide customer feedback and enhance customer experience
• Document best practices and contribute to internal knowledge bases
• Ensure customer satisfaction by proactively addressing concerns and optimizing setup
• Work with customers over Zoom and onsite to troubleshoot phone/network related issues
• Partner with onboarding to drive strong customer experience for highest priority Phones customers 

Requirements:

• Experience in a VoIP/telephony support or onboarding role, preferably in a SaaS environment
• Strong understanding of VoIP technologies, the SIP protocol, and phone system configurations
• Great customer service skills with the ability to navigate the occasional escalation. This is a customer facing role
• Experience with network troubleshooting (i.e., routers, switches, firewalls, QoS, NAT, etc.)
• Excellent problem-solving skills and ability to explain technical concepts to non-technical users
• Familiarity with CRM and ticketing systems (e.g., Salesforce, Zendesk, or similar)
• Ability to manage multiple customer onboarding projects simultaneously
• Previous experience with Podium or similar customer engagement platforms is a plus

• Ability to troubleshoot remotely with possible onsite troubleshooting as well

• Onsite at Podium headquarters in Lehi, Utah

Preferred Qualifications:

• VoIP related certifications (e.g., CompTIA Network+, Cisco CCNA Voice)
• Experience with number porting processes across different carriers
• Twilio, Bandwidth, Verizon, AT&T, Spectrum, Comcast, etc. 
• Experience with Android and iOS (for the Podium Mobile App webphone)
• Experience with Wireshark, packet captures, syslog files, SIP flows, etc.
• Background in customer success, IT support, or telecommunications

Benefits:

• Compensation: $55,000 + 10% variable ($60,500 OTE)
• Transparent culture
• Work in this building in Lehi, UT 5 days a week
• Great opportunities for career growth
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Excellent medical, dental, and vision benefits
• 401k Plan
• Bi-annual swag drops with cool Podium gear and apparel
• A stellar HQ (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center, subsidized for employees

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.