Director, Customer Support & Service Operations

About EdgeUnoEdgeUno is a US-based technology infrastructure company headquartered in Miami, with a strong operational presence across Latin America, including Colombia, Brazil, Argentina, Peru, and Ecuador. We enable digital businesses to scale with high performance and reliability by providing connectivity, IP Transit, private networks, data center, bare metal, and cloud solutions to ISPs, hyperscalers, content providers, and global technology companies.Role SummaryWe are looking for a senior leader to build the next generation of our post-sales support organization by integrating our Customer Experience (CX) and Network Operations Center (NOC) teams into one high-performing, AI-first Customer Support Organization. This is not a maintenance role. This is a transformation role. The leader we hire must have already built and led technical support and/or NOC organizations in digital infrastructure environments. They will unify teams, redesign processes, clarify service ownership, improve customer communications, strengthen operational discipline, and introduce automation and AI to create a more scalable, proactive, and differentiated customer support model.This executive will lead a combined team currently composed of NOC Engineers, CX Analysts, and CX and NOC Managers, and will be responsible for evolving the organization, operating model, tooling, and service standards as EdgeUno scales.The ideal candidate understands the operational and commercial realities of serving sophisticated international infrastructure customers such as CDNs, content owners, global carriers, cloud and platform providers, while also recognizing the different expectations and support dynamics of local ISPs and regional carriers.What Success Looks LikeIn the first 6-12 months, this leader will:Integrate CX and NOC into one cohesive support organization with clear accountability and service levelsImprove incident handling, escalation discipline, communication quality, and customer confidenceReduce operational friction and improve metrics such as MTTR, SLA attainment, escalation quality, and customer satisfactionIntroduce AI and automation into support workflows, triage, knowledge management, and customer communicationsBuild a support model that is more proactive, more data-driven, and better aligned to the needs of digital infrastructure customersRaise the leadership bench, talent density, and operational maturity of the functionCore Responsibilities1. Organizational Integration and LeadershipLead the integration of the CX and NOC functions into a unified Customer Support organizationAssess current team design, roles, spans, workflows, and management structure; implement the right operating model for scaleLead and develop managers and individual contributors across technical operations and customer-facing supportBuild a culture of accountability, urgency, ownership, cross-functional collaboration, and continuous improvementEstablish clear performance expectations, team rituals, escalation paths, and management cadences2. Customer Support StrategyDefine the support vision, service model, and operating principles for EdgeUno’s post-sales organizationCreate a support organization that balances technical excellence, customer empathy, speed, consistency, and scalabilityEnsure the support model aligns with the expectations of infrastructure customers operating in always-on, high-availability environmentsPosition customer support as a competitive differentiator, not just a ticket-handling function3. NOC and Service Operations ExcellenceOversee 24x7 operational support capabilities as neededStrengthen incident management, event handling, escalation management, communications, service restoration, and post-incident reviewImprove operational rigor around prioritization, queue management, handoffs, runbooks, change coordination, and major incident responsePartner closely with engineering, service delivery, and network and cloud teams to improve stability, recovery, and preventionDrive better operating performance across MTTR, recurrence rates, aging backlog, monitoring effectiveness, and escalation quality4. Customer Experience and CommunicationDefine what great support looks like from the customer perspective across incidents, requests, escalations, and ongoing communicationsStandardize customer communications during incidents and service-impacting eventsImprove the clarity, timeliness, and credibility of updates sent to customersEstablish differentiated support motions where needed based on customer segment, technical sophistication, and business criticalityEnsure the voice of the customer is systematically translated into process, product, and service improvements5. Process Redesign and GovernanceRedesign support-related processes end-to-end, including ticket lifecycle, incident management, escalation management, service recovery, handoffs, root cause review, and knowledge managementEliminate fragmentation between CX and NOC workflowsDefine clear ownership, decision rights, and governance across support, engineering, service delivery, and account teamsIntroduce operational discipline without creating bureaucracyBuild simple, measurable, repeatable processes that scale6. AI, Automation, and ToolingBring an AI-first mindset to support operationsIdentify and implement practical uses of AI across triage, summarization, case routing, knowledge retrieval, suggested responses, customer updates, trend analysis, and productivity improvementExpand automation for repetitive operational tasks, alert correlation, case enrichment, and workflow orchestrationImprove the systems stack that supports customer support, including ticketing, monitoring, communications, reporting, and knowledge toolsEnsure automation improves quality and speed rather than adding complexity7. Metrics, Insights, and Executive VisibilityDefine and manage a robust KPI framework for support operations and customer outcomesBuild dashboards and reporting that provide visibility into service performance, customer pain points, operational bottlenecks, and transformation progressTrack metrics such as SLA attainment, MTTR, FCR where relevant, response times, escalation volume, communication quality, CSAT, backlog health, repeat incidents, and automation impactPresent clear, action-oriented insights to the CTO and executive team8. Cross-Functional InfluencePartner closely with the CTO, engineering, product, service delivery, sales, and account management teamsEnsure post-sales support is tightly connected to product quality, network reliability, implementation quality, and customer retentionAct as the executive bridge between technical operations and customer-facing teamsPush for root-cause fixes, not cosmetic workaroundsRequired QualificationsEnglish B2+10+ years of experience in technical support, customer operations, service operations, NOC leadership, or related post-sales leadership rolesProven experience leading and scaling NOCs, technical support teams, or combined support/service operations organizationsMandatory experience in digital infrastructure environments such as telecom, network services, colocation, cloud, hosting, CDN, data center, bare metal, managed infrastructure, or adjacent sectorsStrong understanding of the support and service expectations of international infrastructure customers, including organizations such as CDNs, content owners, global carriers, cloud/platform customers, and large enterprise buyersClear understanding of how those customer expectations differ from more localized ISP/carrier support modelsDemonstrated experience leading managers and building teams through organizational changeDeep knowledge of incident management, escalation management, service assurance, customer communications, and operational performance managementTrack record of improving processes, service quality, and team performance in complex technical environmentsExperience working cross-functionally with engineering and operations teams in high-availability environmentsStrong executive presence and the ability to drive alignment, make decisions, and challenge legacy ways of workingPreferred QualificationsExperience in cloud and/or bare metal infrastructure environmentsExperience supporting global customers across multiple regions and time zonesExperience introducing AI and automation into support or service operations at scaleFamiliarity with OSS/BSS, monitoring platforms, ticketing systems, workflow automation, and knowledge management systemsExperience in high-growth or transformation-stage companiesFluency in English required; Spanish and/or Portuguese are strong advantagesIdeal Candidate ProfileBuilder and transformer, not just an operatorTechnically credible with infrastructure customers and internal engineering teamsCustomer-obsessed without becoming soft on standardsProcess-minded without becoming bureaucraticData-driven, highly accountable, and comfortable with ambiguityCalm under pressure and strong in major incident situationsAble to raise the level of both frontline execution and management disciplineBrings urgency, simplification, and operational sharpnessUnderstands that support excellence in digital infrastructure is a mix of speed, transparency, technical judgment, and preventionWhy This Role MattersThis role is central to EdgeUno’s ability to scale trust with customers. As the company grows, support can no longer be split between disconnected teams or run as a reactive function. We need one leader to integrate operations and experience, modernize the way support works, and create a service model that reflects the expectations of sophisticated digital infrastructure customers.Originally posted on Himalayas

About EdgeUnoEdgeUno is a US-based technology infrastructure company headquartered in Miami, with a strong operational presence across Latin America, including Colombia, Brazil, Argentina, Peru, and Ecuador. We enable digital businesses to scale with high performance and reliability by providing connectivity, IP Transit, private networks, data center, bare metal, and cloud solutions to ISPs, hyperscalers, content providers, and global technology companies.Role SummaryWe are looking for a senior leader to build the next generation of our post-sales support organization by integrating our Customer Experience (CX) and Network Operations Center (NOC) teams into one high-performing, AI-first Customer Support Organization. This is not a maintenance role. This is a transformation role. The leader we hire must have already built and led technical support and/or NOC organizations in digital infrastructure environments. They will unify teams, redesign processes, clarify service ownership, improve customer communications, strengthen operational discipline, and introduce automation and AI to create a more scalable, proactive, and differentiated customer support model.This executive will lead a combined team currently composed of NOC Engineers, CX Analysts, and CX and NOC Managers, and will be responsible for evolving the organization, operating model, tooling, and service standards as EdgeUno scales.The ideal candidate understands the operational and commercial realities of serving sophisticated international infrastructure customers such as CDNs, content owners, global carriers, cloud and platform providers, while also recognizing the different expectations and support dynamics of local ISPs and regional carriers.What Success Looks LikeIn the first 6-12 months, this leader will:Integrate CX and NOC into one cohesive support organization with clear accountability and service levelsImprove incident handling, escalation discipline, communication quality, and customer confidenceReduce operational friction and improve metrics such as MTTR, SLA attainment, escalation quality, and customer satisfactionIntroduce AI and automation into support workflows, triage, knowledge management, and customer communicationsBuild a support model that is more proactive, more data-driven, and better aligned to the needs of digital infrastructure customersRaise the leadership bench, talent density, and operational maturity of the functionCore Responsibilities1. Organizational Integration and LeadershipLead the integration of the CX and NOC functions into a unified Customer Support organizationAssess current team design, roles, spans, workflows, and management structure; implement the right operating model for scaleLead and develop managers and individual contributors across technical operations and customer-facing supportBuild a culture of accountability, urgency, ownership, cross-functional collaboration, and continuous improvementEstablish clear performance expectations, team rituals, escalation paths, and management cadences2. Customer Support StrategyDefine the support vision, service model, and operating principles for EdgeUno’s post-sales organizationCreate a support organization that balances technical excellence, customer empathy, speed, consistency, and scalabilityEnsure the support model aligns with the expectations of infrastructure customers operating in always-on, high-availability environmentsPosition customer support as a competitive differentiator, not just a ticket-handling function3. NOC and Service Operations ExcellenceOversee 24x7 operational support capabilities as neededStrengthen incident management, event handling, escalation management, communications, service restoration, and post-incident reviewImprove operational rigor around prioritization, queue management, handoffs, runbooks, change coordination, and major incident responsePartner closely with engineering, service delivery, and network and cloud teams to improve stability, recovery, and preventionDrive better operating performance across MTTR, recurrence rates, aging backlog, monitoring effectiveness, and escalation quality4. Customer Experience and CommunicationDefine what great support looks like from the customer perspective across incidents, requests, escalations, and ongoing communicationsStandardize customer communications during incidents and service-impacting eventsImprove the clarity, timeliness, and credibility of updates sent to customersEstablish differentiated support motions where needed based on customer segment, technical sophistication, and business criticalityEnsure the voice of the customer is systematically translated into process, product, and service improvements5. Process Redesign and GovernanceRedesign support-related processes end-to-end, including ticket lifecycle, incident management, escalation management, service recovery, handoffs, root cause review, and knowledge managementEliminate fragmentation between CX and NOC workflowsDefine clear ownership, decision rights, and governance across support, engineering, service delivery, and account teamsIntroduce operational discipline without creating bureaucracyBuild simple, measurable, repeatable processes that scale6. AI, Automation, and ToolingBring an AI-first mindset to support operationsIdentify and implement practical uses of AI across triage, summarization, case routing, knowledge retrieval, suggested responses, customer updates, trend analysis, and productivity improvementExpand automation for repetitive operational tasks, alert correlation, case enrichment, and workflow orchestrationImprove the systems stack that supports customer support, including ticketing, monitoring, communications, reporting, and knowledge toolsEnsure automation improves quality and speed rather than adding complexity7. Metrics, Insights, and Executive VisibilityDefine and manage a robust KPI framework for support operations and customer outcomesBuild dashboards and reporting that provide visibility into service performance, customer pain points, operational bottlenecks, and transformation progressTrack metrics such as SLA attainment, MTTR, FCR where relevant, response times, escalation volume, communication quality, CSAT, backlog health, repeat incidents, and automation impactPresent clear, action-oriented insights to the CTO and executive team8. Cross-Functional InfluencePartner closely with the CTO, engineering, product, service delivery, sales, and account management teamsEnsure post-sales support is tightly connected to product quality, network reliability, implementation quality, and customer retentionAct as the executive bridge between technical operations and customer-facing teamsPush for root-cause fixes, not cosmetic workaroundsRequired QualificationsEnglish B2+10+ years of experience in technical support, customer operations, service operations, NOC leadership, or related post-sales leadership rolesProven experience leading and scaling NOCs, technical support teams, or combined support/service operations organizationsMandatory experience in digital infrastructure environments such as telecom, network services, colocation, cloud, hosting, CDN, data center, bare metal, managed infrastructure, or adjacent sectorsStrong understanding of the support and service expectations of international infrastructure customers, including organizations such as CDNs, content owners, global carriers, cloud/platform customers, and large enterprise buyersClear understanding of how those customer expectations differ from more localized ISP/carrier support modelsDemonstrated experience leading managers and building teams through organizational changeDeep knowledge of incident management, escalation management, service assurance, customer communications, and operational performance managementTrack record of improving processes, service quality, and team performance in complex technical environmentsExperience working cross-functionally with engineering and operations teams in high-availability environmentsStrong executive presence and the ability to drive alignment, make decisions, and challenge legacy ways of workingPreferred QualificationsExperience in cloud and/or bare metal infrastructure environmentsExperience supporting global customers across multiple regions and time zonesExperience introducing AI and automation into support or service operations at scaleFamiliarity with OSS/BSS, monitoring platforms, ticketing systems, workflow automation, and knowledge management systemsExperience in high-growth or transformation-stage companiesFluency in English required; Spanish and/or Portuguese are strong advantagesIdeal Candidate ProfileBuilder and transformer, not just an operatorTechnically credible with infrastructure customers and internal engineering teamsCustomer-obsessed without becoming soft on standardsProcess-minded without becoming bureaucraticData-driven, highly accountable, and comfortable with ambiguityCalm under pressure and strong in major incident situationsAble to raise the level of both frontline execution and management disciplineBrings urgency, simplification, and operational sharpnessUnderstands that support excellence in digital infrastructure is a mix of speed, transparency, technical judgment, and preventionWhy This Role MattersThis role is central to EdgeUno’s ability to scale trust with customers. As the company grows, support can no longer be split between disconnected teams or run as a reactive function. We need one leader to integrate operations and experience, modernize the way support works, and create a service model that reflects the expectations of sophisticated digital infrastructure customers.Originally posted on Himalayas