Key Responsibilities:

• Manage the daily operations of the customer support organization and ensure superior customer service delivery
• Drive process improvement projects to increase support performance related, but not limited, to first contact resolution, resolution time, and contact rates
• Develop a strategy to scale the support organization cost effectively through automation and outsourcing
• Set and manage the annual budget for the support organization and manage any associated suppliers

Required Qualifications:

• BA/BS degree or equivalent practical experience
• 8-10 years of total experience with 5+ years in managing regional or global teams
• Ability to thrive in a fast pace and highly ambiguous environment in which competing priorities must be balanced
• Effective self starter capable of identifying an opportunity and capitalizing on it by driving a project through to completion
• Excellent communicator capable of distilling complex ideas into easily understood concepts and values
• Experience in launching or managing an outsourced BPO delivering customer facing services
• Previous experience with wireless or other telecommunication products or other high value subscription services highly desirable
• Multilingual with English and Spanish, Portuguese is a Plus

What We Offer:

• Competitive salary and stock option incentive program
• Company paid healthcare
• Flexible work arrangements
• Company sponsored team-lunches and company retreats
• International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup
• A diverse and inclusive team
• We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics