we are looking for a Head of Customer Experience.
The head of Customer Experience is responsible for the global post-sales customer experience strategy and execution. The role owns worldwide technical support, customer escalation management, service readiness, technical training, knowledge management, customer satisfaction, and operational excellence programs.
He ensures customers receive consistent, high-quality support throughout the entire lifecycle of solutions while driving improvements in customer satisfaction, product quality feedback, and operational efficiency.
Requirements: Customer service mindset
Independent employee with high working ethics, self-motivated and eager to learn
Great attention to detail, accurate record keeping, and committed to managing problems through resolution
Analytical skills
Ability to work to deadlines and under pressure
Excellent written and verbal communication skills
Effective at coordinating multiple tasks to ensure on time completion
Positive energy, team player
Adaptable, flexible, and open minded to work in a fast-paced environment that undergoes constant change.
Excellent English skills
Desired:
10+ years in telecom, networking, wireless, or mission-critical infrastructure industries.
6+ years leading (Director-level or higher) global support or customer experience organizations.
Experience managing multi-region support centers.
Strong knowledge of carrier-grade networking technologies.
Proven track record improving customer satisfaction and support efficiency.
Experience leading large-scale transformation and automation initiatives.
This position is open to all candidates.