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. And it gets better - with full network access comes unparalleled business intelligence and insights to help enterprises better understand customer and machine (M2M) behavior. With a continuous focus on innovation, any company can build a powerful telecom presence with OXIO, and in addition help them glean unique customer insights like never before.
We are looking for the Americas Customer Support Lead who will be responsible for leading the current support operations as well as set the strategy and implementation for future scaling efforts of the support organization. In addition, this person will also be responsible for improving efficiency and outcomes of the support agents in order to drive end-user satisfaction for the products as well as the support services provided. The person in this role will be expected to partner with various functions of the organization to craft superior support delivery and experiences by understanding country level product variation, the internal organization structure, and abiding by local regulations. Additionally this position will partner with the Product team to plan for new product and feature releases by assessing potential user impact and plan for new support flows. Finally this role will be responsible for forecasting and managing the annual budget of the support organization and managing any systems or service delivery partners. Key Responsibilities:Manage the daily operations of the customer support organization and ensure superior customer service deliveryDrive process improvement projects to increase support performance related, but not limited, to first contact resolution, resolution time, and contact ratesDevelop a strategy to scale the support organization cost effectively through automation and outsourcingSet and manage the annual budget for the support organization and manage any associated suppliersRequired Qualifications:BA/BS degree or equivalent practical experience8-10 years of total experience with 5+ years in managing regional or global teamsAbility to thrive in a fast pace and highly ambiguous environment in which competing priorities must be balancedEffective self starter capable of identifying an opportunity and capitalizing on it by driving a project through to completionExcellent communicator capable of distilling complex ideas into easily understood concepts and valuesExperience in launching or managing an outsourced BPO delivering customer facing servicesPrevious experience with wireless or other telecommunication products or other high value subscription services highly desirableMultilingual with English and Spanish, Portuguese is a PlusWhat We Offer:Competitive salary and stock option incentive programCompany paid healthcareFlexible work arrangementsCompany sponsored team-lunches and company retreatsInternational organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startupA diverse and inclusive teamWe welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics
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