Team Lead, Platinum Support

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) ... (truncated, view full listing at source)