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OXIO is a telecom-as-a-service (TaaS) platform that enables brands and enterprises to build and operate proprietary mobile networks. The Director of Customer Service Operations will lead the company's support organization, including Tier 1 support teams, a Network Operations Center (NOC), and external BPO partners. This is a strategic leadership role responsible for designing customer-centric support processes, implementing automation and AI workflows, and scaling operations cost-effectively.
Key responsibilities include leading daily support operations across US, Mexico, and international markets; designing support interfaces, processes, and KPIs; driving continuous improvement in first-contact resolution and resolution times; managing and developing Tier 1 and Tier 2 support teams; overseeing BPO partner relationships; configuring and optimizing the Amazon Connect platform; and managing the annual support operations budget. The role requires collaboration with Product teams on new releases, support documentation, and training plans.
The ideal candidate has 8–10 years of experience with 5+ years managing regional or global support teams. Required qualifications include a BA/BS degree, demonstrated ability to thrive in fast-paced, ambiguous environments, and experience launching or managing outsourced BPO operations. Highly desirable skills include hands-on experience with Amazon Connect, Amazon Q, and Amazon Lex; background in wireless or telecom products; and multilingual fluency (English/Spanish, with Portuguese a plus). The role offers competitive salary, stock options, company-paid healthcare, flexible work arrangements, and the opportunity to work across an international, rapidly growing startup.
