Director, Customer Support – Service Operations
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Job Description
Director of Customer Support at EdgeUno leading the integration of CX and NOC teams for improved service operations. Focused on transforming post-sales support to meet customer expectations in digital infrastructure.
Responsibilities:
- Lead the integration of the CX and NOC functions into a unified Customer Support organization
- Define the support vision, service model, and operating principles for EdgeUno’s post-sales organization
- Oversee 24x7 operational support capabilities as needed
- Define what great support looks like from the customer perspective across incidents, requests, escalations, and ongoing communications
- Redesign support-related processes end-to-end
Requirements:
- 10+ years of experience in technical support, customer operations, service operations, NOC leadership, or related post-sales leadership roles
- Proven experience leading and scaling NOCs, technical support teams, or combined support/service operations organizations
- Mandatory experience in digital infrastructure environments such as telecom, network services, colocation, cloud, hosting, CDN, data center, bare metal, managed infrastructure, or adjacent sectors
- Strong understanding of the support and service expectations of international infrastructure customers
- Clear understanding of how those customer expectations differ from more localized ISP/carrier support models
- Demonstrated experience leading managers and building teams through organizational change
- Deep knowledge of incident management, escalation management, service assurance, customer communications, and operational performance management
- Experience working cross-functionally with engineering and operations teams in high-availability environments
- Strong executive presence and the ability to drive alignment, make decisions, and challenge legacy ways of working
Benefits:
- Health insurance
- Professional development opportunities
- Flexible work arrangements
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