Director, Customer Support & Service Operations

About the Role

As a senior leader, the Director will be responsible for driving change, improving processes, and introducing automation and AI to create a more proactive and differentiated customer support model. The role requires a unique blend of technical, business, and leadership skills, with the ability to balance technical excellence, customer empathy, speed, consistency, and scalability.

EdgeUno operates in a fast-paced, dynamic environment, and the Director will need to be adaptable, resilient, and able to thrive in a rapidly changing landscape. The company's commitment to AI-driven support models and its strong operational presence across Latin America make it an exciting and challenging place to work.

What You Will Do

• Lead the integration of CX and NOC functions into a unified Customer Support organization
• Assess current team design, roles, spans, workflows, and management structure, and implement the right operating model for scale
• Develop and lead managers and individual contributors across technical operations and customer-facing support
• Build a culture of accountability, urgency, ownership, cross-functional collaboration, and continuous improvement
• Establish clear performance expectations, team rituals, escalation paths, and management cadences
• Define the support vision, service model, and operating principles for EdgeUno's post-sales organization
• Create a support organization that balances technical excellence, customer empathy, speed, consistency, and scalability
• Oversee 24x7 operational support capabilities as needed
• Strengthen incident management, event handling, escalation management, communications, service restoration, and post-incident review
• Partner closely with engineering, service delivery, and network and cloud teams to drive operational excellence

What We Are Looking For

• Proven experience in building and leading technical support and/or NOC organizations in digital infrastructure environments
• Strong understanding of the operational and commercial realities of serving sophisticated international infrastructure customers
• Excellent leadership and management skills, with the ability to develop and lead high-performing teams
• Strong technical skills, with experience in AI-driven support models and automation
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, stakeholders, and team members
• Ability to balance technical excellence, customer empathy, speed, consistency, and scalability
• Strong problem-solving and analytical skills, with the ability to drive operational excellence and continuous improvement
• Experience in managing and developing budgets, forecasts, and financial plans
• Strong understanding of industry trends, technologies, and best practices

Nice to Have

• Experience in working with agile methodologies and DevOps practices
• Knowledge of ITIL and IT service management frameworks
• Experience in managing and developing cloud-based infrastructure and services
• Strong understanding of cybersecurity and data protection principles
• Experience in working with AI and machine learning technologies

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a fast-growing and innovative company
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible working hours and remote work options
• Access to cutting-edge technologies and tools
• Recognition and reward for outstanding performance
• Comprehensive health and wellness programs
• Generous paid time off and vacation policy

• To stand out in the application process, highlight your experience in building and leading high-performing teams, as well as your ability to drive operational excellence and continuous improvement.
• Make sure to demonstrate your understanding of the operational and commercial realities of serving sophisticated international infrastructure customers.
• Showcase your technical skills, particularly in AI-driven support models and automation, and highlight any relevant certifications or training.
• Prepare to discuss your experience in managing and developing budgets, forecasts, and financial plans, as well as your ability to drive cost savings and efficiency.
• Be ready to provide specific examples of your problem-solving and analytical skills, and highlight any experience you have in managing and resolving complex technical issues.
• Research the company's vision for customer support and be prepared to discuss how you can contribute to it.
• Be prepared to ask questions about the company culture, team dynamics, and opportunities for growth and development.