CrawlJobs Logo

Team Lead, Platinum Support

dialpad.com Logo

Dialpad

Location Icon

Location:
Canada , Kitchener

Category Icon
Category:
IT - Software Development

Job Type Icon

Contract Type:
Employment contract

Salary Icon

Salary:

84000.00 - 106500.00 CAD / Year
Save Job
Save Icon
Apply Position

Job Description:

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.

Job Responsibility:

  • 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 and proactively intervene or reassign as needed
  • Help coordinate coverage for live channels 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 on recurring or high-severity issues impacting Platinum customers
  • Identify patterns in escalations 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
  • Lead or co-lead advanced trainings, TOIs, and case reviews
  • Contribute to and curate internal knowledge for Platinum-specific workflows
  • Own operational excellence for the Platinum experience
  • Help refine and enforce Platinum playbooks
  • Partner with Support Operations on improvements
  • Provide regular, concise updates to leadership on key issues
  • Represent Platinum Support cross-functionally
  • Collaborate with Customer Success, TAMs, Sales, and other internal stakeholders
  • Advocate for Platinum customer needs in internal discussions
  • Participate in interviews for Platinum roles where appropriate

Requirements:

  • 6+ years of experience in a senior technical support role (e.g., Tier 3, Escalation Management, Senior/Principal Engineer)
  • Extensive, hands-on experience in customer and partner de-escalation and managing critical technical incidents
  • 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

Nice to have:

  • Prior formal or informal experience in a mentorship or team lead capacity
  • A bachelor's degree and/or technical certification (e.g., CCNA, Network+)
What we offer:
  • Competitive salary
  • Comprehensive benefits
  • Real opportunities for growth
  • Cutting-edge AI tools
  • Robust training program

Additional Information:

Job Posted:
April 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Icon
Dialpad - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Team Lead, Platinum Support

Manager, Technical Accounts

As the Manager of the Technical Account Managers (TAMs), you will lead and devel...
Location
Location
Canada , Kitchener
Salary
Salary:
99500.00 - 125750.00 CAD / Year
dialpad.com Logo
Dialpad
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of experience in enterprise-level, customer-facing technical roles (e.g., Technical Account Management, Premium Support, Escalation Management, or similar)
  • Direct experience as a Technical Account Manager (or equivalent), supporting large/complex customers with a consultative, outcomes-driven approach
  • Familiarity with, and ownership of, team or personal OKRs/KPIs such as proactive engagement frequency, MTTR, CSAT, and contribution to internal enablement resources
  • Strong product sense and energized by the challenge of solving difficult user-related problems
  • Strong written and verbal communication skills with the ability to communicate with various levels of expertise
  • Ability to lead complex integration conversations in a highly consultative and proactive manner
  • Familiarity with APIs and the ability to explain API concepts to Dialpad’s largest and most technical customers
  • Strong technical troubleshooting skills and experience interfacing with technical teams
  • Adept client relationship management skills
  • Ability to engage in business-level and technical conversations at multiple levels of the organization
Job Responsibility
Job Responsibility
  • Lead, coach, and develop a team of TAMs supporting Dialpad’s largest and most complex users, with a focus on consistent, high-quality execution and career development
  • Own the TAM OKRs and operating rhythm, ensuring the team meets or exceeds targets for: Proactive customer touchpoints per account (e.g., regular check-ins, QBRs, health reviews), Mean Time to Resolve (MTTR) for TAM-owned Zendesk tickets and high-priority JIRA escalations, Customer sentiment / CSAT on TAM-associated tickets & engagements, Contribution to internal CX technical resources (cross-training sessions, content, and enablement)
  • Provide a gold-standard experience to key stakeholders across your team’s assigned accounts, ensuring TAMs act as trusted technical advisors rather than front-line support
  • Establish and refine TAM playbooks, processes, and standards for: strategic technical guidance, proactive ticket & system health reviews, escalation handling, and ongoing onboarding/expansion support
  • Monitor and review account health across the TAM portfolio, using data from tickets, JIRAs, product usage, and customer feedback to identify trends, risks, and opportunities for improvement
  • Serve as a senior escalation and coordination point for high-severity, cross-team, or executive-level issues, partnering closely with Platinum Support, Engineering, Product, and Customer Success to drive resolution and clear communication
  • Drive alignment and collaboration between TAMs and key internal stakeholders (Support, CX leadership, Sales, Professional Services) to ensure we present a unified, predictable model of how Dialpad supports strategic customers
  • Own hiring, onboarding, and performance management for the TAM team, including clear role expectations, feedback, coaching plans, and growth paths
  • Contribute to the continued design of the TAM offering, including packaging, engagement models, and boundaries between TAM, Platinum Support, Professional Services, and Customer Success, so the model is sustainable and scalable across accounts
  • Create and review customer-facing content and internal documentation that enable long-term solutions, improve self-service, and support both TAMs and the broader CX organization
What we offer
What we offer
  • Competitive salary, comprehensive benefits, and real opportunities for growth
  • Cutting-edge AI tools
  • Robust training program
  • Vibrant office environment
  • Recognized as a Great Place to Work
  • Fulltime
Read More
Arrow Right

Platinum consultant - rtr

The Platinum Consultant - RTR role at NTT Data UK requires a seasoned profession...
Location
Location
India , Anywhere in India
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Chartered Accountant (CA) / CPA / MBA Finance or equivalent professional qualification
  • Minimum 12 years of experience in RTR, preferably in a shared services or global finance environment
  • Deep working knowledge of SAP FICO, with practical experience in FSCM (Dispute Management, Collections, Credit Management) and TRM (Treasury Operations, Risk Management, Cash Management)
  • Strong understanding of accounting principles (IFRS, US GAAP) and financial reporting
  • Excellent leadership, communication, and stakeholder management skills
  • Proven track record in process optimization, standardization, and transformation initiatives
Job Responsibility
Job Responsibility
  • Lead end-to-end Record to Report (RTR) process including General Ledger (GL), Fixed Assets, Intercompany, Accruals, and Period-end Closing
  • Act as a subject matter expert (SME) for SAP FICO, FSCM (Financial Supply Chain Management), and TRM (Treasury and Risk Management) modules
  • Manage the monthly, quarterly, and year-end closing processes and ensure compliance with IFRS/GAAP and internal policies
  • Oversee treasury accounting processes, including hedge accounting, cash and liquidity management, and financial risk management
  • Implement and maintain robust internal controls and ensure SOX compliance where applicable
  • Drive automation, standardization, and transformation projects across RTR functions
  • Collaborate with IT and SAP teams for system enhancements, UAT, and incident resolution
  • Manage relationships with internal and external auditors, tax teams, and regulatory bodies
  • Lead a team of RTR professionals, including performance management, training, and career development
  • Support global finance initiatives and business integrations (e.g., mergers, acquisitions, ERP rollouts)
  • Fulltime
Read More
Arrow Right

Senior SAP FICO Platinum Consultant

We are looking for a highly experienced Senior SAP FICO Platinum Consultant with...
Location
Location
India , Hyderabad
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 12+ years of hands-on experience in SAP FICO across global implementations, upgrades, and support projects
  • Strong knowledge of General Ledger (GL), Accounts Payable (AP), Accounts Receivable (AR), Asset Accounting, Product Costing, and Profitability Analysis (CO-PA)
  • Expertise in S/4HANA Finance is highly desirable
  • Integration experience with modules such as MM, SD, PP, and Project Systems (PS)
  • Excellent communication and client-facing skills in fluent English with no mother tongue influence
  • Proven ability to lead cross-functional teams and interact with C-level executives
  • Strong analytical, problem-solving, and presentation skills
  • Experience with multinational, multi-currency financial environments
Job Responsibility
Job Responsibility
  • Lead the end-to-end design and implementation of SAP FICO solutions, including S/4HANA environments
  • Act as a subject matter expert (SME) for finance and controlling processes, offering strategic guidance and best practices
  • Conduct requirement analysis, solution design, configuration, testing, and deployment
  • Oversee financial reporting, asset accounting, cost center accounting, profitability analysis (CO-PA), and internal orders
  • Collaborate with stakeholders across finance, operations, and IT to ensure solution alignment with business goals
  • Provide post-go-live support and continuous process optimization
  • Prepare and deliver documentation, workshops, and training for key users and business teams
  • Support global implementations, rollouts, and enhancement projects
  • Potential travel to client sites as per project requirements
What we offer
What we offer
  • Opportunities for global travel and collaboration with cross-functional teams
  • Fulltime
Read More
Arrow Right

Restaurant Manager

Dividend Restaurant Group is a prominent restaurant management company known for...
Location
Location
United States , Pittsburgh
Salary
Salary:
Not provided
oysterlink.com Logo
OysterLink
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Able to stand for 6 or more hours at a time
  • able to lift and carry up to 50 pounds
  • able to work an average of 55 to 60 hours per week according to business demand
  • must be available to work days, evenings, weekends, and holidays as needed and required
  • available to travel for meetings and related business activities as needed
  • Two or more years of restaurant management experience, preferably in fine dining
  • college degree in hospitality, business, or related field preferred
  • proven leadership and management skills and accomplishments
  • extensive knowledge of menus, food preparation, and presentation techniques typically found in a fine-dining establishment
  • knowledge of wine, alcoholic beverages sales and service
Job Responsibility
Job Responsibility
  • Assist in managing daily dining room operations to achieve established goals
  • ensure the restaurant is appropriately staffed with well-trained team members and meets standards for appearance, set-up, cleanliness, safety, and ambiance
  • ensure proper training of team members, using approved company training materials and certified coaches
  • ensure that guests consistently receive exceptional food and beverages, coupled with unparalleled hospitality
  • partner with other managers to ensure that each table receives a manager visit
  • address guest concerns, and constantly strive to improve service and guest satisfaction
  • supervise and schedule servers, bartenders, bussers, runners, hosts, and the valet station
  • coach team members regarding job expectations, procedures, sales goals and methods, and standards for guest relations, knowledge of food and beverage, appearance, professional demeanor, conduct, and teamwork
  • communicate job expectations and standards, review job performance, coach and hold team members accountable
  • participate in line checks using approved line check sheets ensuring proper hold temperatures, line levels, portion sizes, quality, freshness and flavor profiles meet company standards
  • Fulltime
Read More
Arrow Right

MM Platinum Consultant L4

The SAP Platinum Consultant L4 role involves solving IT complexities for enterpr...
Location
Location
India , Hyderabad
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 13-15 years of relevant experience in SAP along with strong Purchase / Stores domain in any of the industries like FMCG, Retail, Trading, Automobile, Retail, Pharma, Cement, Textiles
  • Must have atleast 3-4 full lifecycle SAP S/4 Hana Implement Exp (Project Preparation to till Go-Live) and 2-3 Roll-out and 1 to 2 Support Project Exp
  • Experience in Hana Migration Project will be additional Advantage
  • Strong experience in Master data, Purchasing, Subcontracting, STO Inter and Intra, Inventory, Account determination, invoice verification, batch management and special stocks is Mandatory
  • Work self-directed and independently with good handling of integration points with FI, CO, PP, SD, QM, and EWM and experience in Data uploading tools like LSMW LTMC and LTMOM
  • Good Knowledge on configurations of Purchasing, Stock transfer order, Subcontracting, Third party procurement, Pricing procedure, Inventory management, account determination and invoice verification
  • Knowledge is required in Material master and vendor master functionalities, data base tables and relationship between the tables
  • Strong knowledge on cutover data activities and SAP Best practices
  • Proactively identify and propose business process and/or system enhancements. Identify gaps, issues and work around solutions, Document Functional Design Specifications, Test Cases and Results. Good communication skills and client facing skills
  • Good Knowledge in standard reports
Job Responsibility
Job Responsibility
  • Solve the IT complexities for small, medium and large enterprises across the globe
  • Implement innovative processes, methodologies to enhance our customer businesses
  • Lead, inspire, establish trust and work together in support of a common goal
  • Be agile and flexible
  • efficiently balance work and life
  • Get to learn and implement latest SAP technologies, Big Data, and Analytics
  • Have a vision to make technology awesome for businesses around the globe
  • Perform detailed analysis of complex business process requirements and provide appropriate system solutions
  • identify, interpret, validate, and document customer requirements
  • Proactively identify and propose business process and/or system enhancements. Identify gaps, issues and work around solutions, Document Functional Design Specifications, Test Cases and Results
Read More
Arrow Right

Co-Sell Partner Development Manager

The Surface Co-Sell Partner Development Manager (Co-Sell PDM) role in the Window...
Location
Location
United States , Austin
Salary
Salary:
87000.00 - 148700.00 USD / Year
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's Degree in Marketing, Business Operations, Computer Science or a related field AND 1+ year(s) experience in partner management, sales, business development, or partner channel development in the technology industry or related experience OR equivalent experience
  • Authorization to work in the United States that does not now or in the future require employer sponsorship
Job Responsibility
Job Responsibility
  • Driving Revenue Growth: Responsible for achieving/exceeding all revenue attainment to quota and commitment-based accountabilities for the US
  • Evangelize partners’ solutions to the US sales teams
  • Increase partner commitment to Microsoft through execution of integrated selling initiatives
  • Review pipeline and drive opportunity velocity as appropriate
  • Platinum Partner-Specific Responsibilities: Connecting with Customers/Building Sales Plans
  • Build strong connections with customers and sellers
  • Translate account strategies into action
  • Creating and Managing Opportunities: Work with sellers to identify Surface high propensity targets and develop the best fitting message to engage them
  • Drive quote activity to create a robust pipeline
  • Pipeline Management: Proactively manage and drive a pipeline
  • Fulltime
Read More
Arrow Right

Senior Analyst - Product Engagement Marketing

The Senior Analyst, Product Engagement Marketing will play a critical role in el...
Location
Location
United States , New York
Salary
Salary:
78000.00 - 124750.00 USD / Year
americanexpress.com Logo
Amex
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3+ years of experience in digital or lifecycle marketing with a proven ability to drive measurable engagement and retention
  • Expertise in email marketing and cross-channel activation across web and app environments
  • Strong analytical skills with the ability to translate complex data into clear insights and strategic recommendations
  • Proven ability to navigate ambiguity, manage competing priorities, and deliver high-quality outcomes in a matrixed organization
  • Exceptional stakeholder management skills with experience influencing cross-functional partners
  • Experience leading personalization and Test & Learn frameworks to optimize marketing performance
  • Strong communication and storytelling skills, with confidence presenting to senior stakeholders
Job Responsibility
Job Responsibility
  • Lead end-to-end execution of the Premium Card Member experience across Business Platinum and Business Gold, activating personalized journeys across email, direct mail, Amex.com, and the Amex App
  • Partner closely with Product and TLS teams to curate and educate Premium Card Members on the full suite of benefits and experiences available to them
  • Develop and execute digital strategies from insight generation and content mapping through targeting, creative briefing, legal alignment, and deployment
  • Drive personalization and Test & Learn initiatives, advancing segmentation, A/B testing, and ongoing performance optimization
  • Orchestrate seamless cross-channel experiences that reinforce premium value, increase benefit engagement, and support retention
  • Own performance measurement, define KPIs, and translate insights into actionable strategies that deliver measurable business impact
  • Contribute innovative ideas that elevate Premium engagement marketing and influence broader portfolio strategy
  • Foster team excellence by sharing best practices and contributing to a high-performing culture
What we offer
What we offer
  • Competitive base salaries
  • Bonus incentives
  • 6% Company Match on retirement savings plan
  • Free financial coaching and financial well-being support
  • Comprehensive medical, dental, vision, life insurance, and disability benefits
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
  • 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
  • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
  • Free and confidential counseling support through our Healthy Minds program
  • Career development and training opportunities
  • Fulltime
Read More
Arrow Right
New

Histopathology - Consultant

An excellent opportunity has arisen for a Consultant Histopathologist to join a ...
Location
Location
United Kingdom
Salary
Salary:
109725.00 - 145478.00 GBP / Year
remediumpartners.com Logo
Remedium Partners
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Full GMC Registration with Licence to Practise
  • Entry on the GMC Specialist Register or eligibility within 6 months
  • FRCPath or equivalent qualification
  • Minimum 1 year NHS experience
  • Evidence of equivalence to UK Histopathology training standards
  • Ability to work within multidisciplinary teams
  • Excellent communication and presentation skills
  • Commitment to teaching and service development
  • Active participation in audit and clinical governance
  • Commitment to lifelong learning and professional development
Job Responsibility
Job Responsibility
  • Provide diagnostic Histopathology reporting services
  • Participate in subspecialty reporting
  • Contribute to multidisciplinary team meetings (MDTs)
  • Support clinical governance and quality improvement
  • Participate in audit and external quality assurance activities
  • Contribute to undergraduate and postgraduate teaching
  • Support trainee supervision and education
  • Participate in departmental development and service improvement initiatives
  • Fulltime
Read More
Arrow Right