Director, Customer Support – Service Operations

📋 Description

• Lead the integration of the Customer Experience (CX) and Network Operations Center (NOC) functions to create a cohesive Customer Support organization.

• Establish the vision for support, the service model, and the operational principles for EdgeUno’s post-sales division.

• Manage operational support capabilities available 24/7 as required.

• Articulate what exceptional support entails from the customer's perspective across incidents, requests, escalations, and ongoing communications.

• Redesign support-related processes from start to finish.

⛳️ Requirements

• A minimum of 10 years of experience in technical support, customer operations, service operations, NOC leadership, or similar post-sales leadership roles.

• Demonstrated success in leading and expanding NOCs, technical support teams, or integrated support/service operations organizations.

• Essential experience in digital infrastructure sectors such as telecommunications, network services, colocation, cloud computing, hosting, CDN, data centers, bare metal, managed infrastructure, or related fields.

• A robust understanding of the support and service expectations of international infrastructure clients.

• A clear grasp of how these customer expectations contrast with those of more localized ISP/carrier support models.

• Proven experience in leading managers and developing teams through periods of organizational change.

• Extensive knowledge in incident management, escalation management, service assurance, customer communications, and operational performance management.

• Experience collaborating across functions with engineering and operations teams in high-availability settings.

• Strong executive presence, with the capability to foster alignment, make decisions, and challenge traditional working methods.

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Flexible work arrangements