Director of Customer Service Operations (Telecom)

Location: United States

Company

hirify.global provides a telecom-as-a-service platform that enables brands and enterprises to operate proprietary mobile networks through a cloud-based SaaS solution.

What you will do

• Lead daily operations across BPO, Tier 1 Customer Support, and Tier 2 Network Operations Center teams.
• Design and implement customer support interfaces, processes, automation, and performance KPIs.
• Drive continuous improvement in first-contact resolution, resolution time, contact rates, service quality, and cost efficiency.
• Develop a scalable support strategy using automation and strategic outsourcing.
• Configure and optimize Amazon Connect while incorporating AI, Agent Assist, Amazon Q, and Amazon Lex workflows.
• Manage support budgets, suppliers, BPO partners, and revenue delivery for Support as a Service clients.

Requirements

• BA/BS degree or equivalent practical experience.
• 8–10 years of total experience, including 5+ years managing regional or global support teams.
• Experience launching or managing an outsourced BPO delivering customer-facing services.
• Strong communication, project ownership, prioritization, and process improvement skills in fast-paced, ambiguous environments.
• Multilingual communication skills in English and Spanish are required.

Nice to have

• Experience with Amazon Connect, Amazon Q, and Amazon Lex.
• Experience with wireless, telecommunications, or other high-value subscription services.
• Portuguese language skills.

Culture & Benefits

• Competitive salary and stock option incentive program.
• Company-paid healthcare.
• Flexible work arrangements.
• Company-sponsored team lunches and retreats.
• International startup environment with opportunities to work across boundaries and travel to different locations.
• Diverse and inclusive workplace.