Director, Customer Support – Service Operations

Job Description

Seeking a Director of Customer Support to spearhead the integration of CX and NOC teams into a unified unit, defining the support vision and operational principles for EdgeUno's post-sales service. This leader will oversee 24/7 support, shaping customer-centric support models, and redesigning end-to-end support processes to enhance service delivery.

Qualifications

1. Requires 10+ years in technical support, customer operations, NOC leadership, or similar post-sales roles. 2. Experience leading and scaling NOCs and technical support teams is essential. 3. Must have experience in digital infrastructure such as telecom, network services, or cloud environments. 4. A strong grasp of support expectations for international infrastructure clients is crucial. 5. Must understand the differences in expectations versus localized ISP support models. 6. Proven ability to lead managers and build teams through organizational change. 7. Expertise in incident, escalation, and operational performance management is needed. 8. Experience collaborating with engineering and operations in high-availability setups. 9. Must possess strong executive presence, drive alignment, and challenge traditional methods.

Benefits

- Health insurance - Professional development opportunities - Flexible work arrangements