Director, Customer Service Operations
OxioTelecom-as-a-Service company
United StatesDirector
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Multicoin Capital
ParaFi Capital
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FinTech Collective
Operations & StrategyNew
About the role
TL;DR
Lead customer service operations, BPO, Tier 1, and Tier 2 NOC teams for a telecom-as-a-service platform.
- •OXIO is seeking a Director of Customer Service Operations to lead support operations, including BPO partners, Tier 1 Support, and Tier 2 NOC teams.
- •This role will drive strategy and implementation for scaling efforts while improving efficiency and outcomes to enhance customer and client satisfaction.
- •Key Responsibilities Lead and direct daily operations of the customer support organization to ensure superior service delivery and quality.
- •Design and implement customer-centric support interfaces, processes, automation, and KPIs.
- •Develop and execute a strategy to scale the support organization cost-effectively through automation and strategic outsourcing.
- •Manage, configure, and optimize the Amazon Connect CRM system.
- •Direct Business Process Outsourcing (BPO) partners supporting frontline customer care operations.
- •Requirements 8-10 years of total experience with 5+ years in managing regional or global support teams.
- •Ability to thrive in a fast pace and highly ambiguous environment.
- •Experience in launching or managing an outsourced BPO delivering customer facing services.
- •Prior work experience with Amazon Connect, Amazon Q and Amazon LEX application is highly desirable.
- •Multilingual with English and Spanish, Portuguese is a Plus.
Required skills
Customer ServiceStrategic Planning
Domain expertise
telecom
Benefits & perks
Competitive salary and stock option incentive program, Company paid healthcare, Flexible work arrangements, Company sponsored team-lunches and company retreats, International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup, A diverse and inclusive team
