Director, Customer Service Operations

Oxio
United States
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 8-10 yearsEducation: bachelorsSkills: ["Customer-centric mindset","Service excellence","Stakeholder management","Communication","Process improvement"]

Lead customer support operations across BPO, Tier 1 Support, and the Tier 2 NOC to deliver superior service for telecom products and services. Own scaling strategy, support interfaces/processes, KPIs, and continuous improvement initiatives to raise first-contact resolution and efficiency. Manage Amazon Connect CRM and leverage AI/automation (Agent Assist, Amazon Q) to reduce cost to serve. Forecast the annual support budget and develop Level 1 and Level 2 teams.

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Oxio
Oxio
1 day ago

Director, Customer Service Operations

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Job Summary

Lead customer support operations across BPO, Tier 1 Support, and the Tier 2 NOC to deliver superior service for telecom products and services. Own scaling strategy, support interfaces/processes, KPIs, and continuous improvement initiatives to raise first-contact resolution and efficiency. Manage Amazon Connect CRM and leverage AI/automation (Agent Assist, Amazon Q) to reduce cost to serve. Forecast the annual support budget and develop Level 1 and Level 2 teams.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Director level

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.
  • •Drive continuous process improvement to enhance first contact resolution, resolution time, and contact rates.
  • •Scale support cost-effectively through automation and strategic outsourcing, including AI and automation workflows.
  • •Manage and optimize the Amazon Connect CRM system and develop Level 1 and Level 2 NOC support teams while directing BPO partners and budget planning.

Pay and Benefits

Perks:Health InsuranceEquityRemote Work

Key Requirements

  • •BA/BS degree or equivalent practical experience.
  • •8–10 years of total experience, including 5+ years managing regional or global support teams.
  • •Experience launching or managing an outsourced BPO delivering customer-facing services.
  • •Experience with Amazon Connect, Amazon Q, and Amazon LEX (highly desirable).
  • •Multilingual: English and Spanish; Portuguese is a plus.
Experience:8-10 yearsTelecommunicationsBPOOutsourcingCustomer support
Education:Bachelor's
Skills:Customer-centric mindsetService excellenceStakeholder managementCommunicationProcess improvement
Languages:EnglishSpanishPortuguese
Tech Stack:Amazon ConnectAmazon QAmazon LEXAmazon Connect CRMAIAgent AssistAutomationKPIsCRM

Company Brief

Oxio
OXIO provides a cloud-native Telecom-as-a-Service (TaaS) platform that enables brands and enterprises to embed and operate mobile connectivity, MVNO services, and data-driven telecom products via APIs and a programmable network.
Industry: Telecommunications
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series B
Headquarters: New York, United States
Founded: 2018
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