Director, Customer Service Operations

Location

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United States

Employment Type

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Full time

Department

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Operations

Director, Customer Service Operations | Remote, United States

About OXIO

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OXIO is the world’s first telecom-as-a-service (TaaS) platform. We are democratizing telecom and making it easily accessible for brands and enterprises to fully own and operate proprietary mobile networks designed to support their own customers' needs. Our TaaS solution combines multiple existing networks into one single platform that can be seamlessly managed in the cloud as a modern SaaS offering. By providing full network access, OXIO delivers unparalleled business intelligence and insights that help enterprises better understand customer and machine-to-machine (M2M) behavior. With a continuous focus on innovation, any company can build a powerful telecom presence and glean unique customer insights with OXIO.

Role Overview

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We are seeking a Director of Customer Service Operations with a customer-centric mindset and a passion for service excellence. In this pivotal role, you will lead our support operations, encompassing our BPO partner, Tier 1 Support, and Tier 2 Network Operations Center (NOC) teams. You will direct the strategy and implementation for future scaling efforts while improving efficiency and outcomes to drive customer and client satisfaction across OXIO's telecom services and products.

As Director, you will partner with various internal functions and external partners to craft superior support experiences, ensuring alignment with client needs, organizational structure, and local regulations. You will be responsible for creating the interfaces, processes, and operating procedures required to meet diverse client requirements. Additionally, you will collaborate with the Product team to assess user imp