Head of Operations – Support

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Develop, plan, and execute services to guarantee 24/7/365 customer support.

• Provide proactive, value-added operational assistance to enhance overall customer satisfaction and retention.

• Optimize the commercial value of each customer under maintenance and managed services contracts with Telarix.

• Recruit, professionally nurture, and retain a high-caliber, high-energy customer support team.

• Collaborate closely with and oversee the GSOC to ensure seamless coordination of support requests.

• Achieve significant improvements in both internal and external communication through automation.

• Utilize data analysis to implement pertinent metrics for the proactive resolution of issues and the introduction of enhancements.

• Assess support investment (staff, travel/living, tools).

• Review and modify the entire scope of work for the M&MS organization to strengthen accountability and gauge productivity and performance.

• Offer sales and marketing support when necessary for customer engagement and quarterly business reviews.

• Deliver monthly and quarterly analysis of ongoing support performance.

⛳️ Requirements

• Proven management experience.

• Experienced in operational management, preferably in International Voice Management.

• Extensive understanding of the Voice Interconnection business.

• In-depth knowledge of Rating, Routing, Billing, and Charging systems.

• Comprehensive expertise in technical troubleshooting.

• Directly supervised a Support/Operational team member with a global presence.

• Demonstrated significant and measurable improvements in the last two positions, confirmed by reference checks.

• Successfully maintained employment for at least three consecutive years with the last employer.

• Over 5 years of experience in managing a Support/Operational organization.

• Continual enthusiasm for learning new technologies.

• Technical qualifications in SQL Server, troubleshooting, and/or debugging.

• Documented instances of implemented optimizations and automation to boost productivity.

🏝️ Benefits

• Occasional travel opportunities.

• Professional development opportunities available.

• Encouragement of open collaboration.

• Commitment to driving innovation.

• Dedication to customer satisfaction.

• Emphasis on a growth mindset.

• Focus on delivering results.