Americas Customer Support Lead

April 27

OXIO

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The top Telecom-as-a-Service Platform in the world

mobile data • telecom • connectivity • IoT • business intelligence

51 - 200

Description

• Responsible for leading the current support operations as well as set the strategy and implementation for future scaling efforts of the support organization • Improve efficiency and outcomes of the support agents to drive end-user satisfaction • Partner with various functions of the organization to craft superior support delivery and experiences • Partner with the Product team to plan for new product and feature releases by assessing potential user impact and plan for new support flows • Forecast and manage the annual budget of the support organization and managing any systems or service delivery partners

Requirements

• BA/BS degree or equivalent practical experience • 8-10 years of total experience with 5+ years in managing regional or global teams • Ability to thrive in a fast pace and highly ambiguous environment in which competing priorities must be balanced • Effective self starter capable of identifying an opportunity and capitalizing on it by driving a project through to completion • Excellent communicator capable of distilling complex ideas into easily understood concepts and values • Experience in launching or managing an outsourced BPO delivering customer facing services • Previous experience with wireless or other telecommunication products or other high value subscription services highly desirable • Multilingual with English and Spanish, Portuguese is a Plus

Benefits

• 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 • We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics