Director, Customer Support & Service Operations

About EdgeUno EdgeUno 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 Summary We 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 Like In the first 6-12 months, this leader will: • Integrate CX and NOC into one cohesive support organization with clear accountability and service levels • Improve incident handling, escalation discipline, communication quality, and customer confidence • Reduce operational friction and improve metrics such as MTTR, SLA attainment, escalation quality, and customer satisfaction • Introduce AI and automation into support workflows, triage, knowledge management, and customer communications • Build a support model that is more proactive, more data-driven, and better aligned to the needs of digital infrastructure customers • Raise the leadership bench, talent density, and operational maturity of the function Core Responsibilities 1. Organizational Integration and Leadership • Lead the integration of the CX and NOC functions into a unified Customer Support organization • Assess current team design, roles, spans, workflows, and management structure; implement the right operating model for scale • Lead and develop 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 2. Customer Support Strategy • 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 • Ensure the support model aligns with the expectations of infrastructure customers operating in always-on, high-availability environments • Position customer support as a competitive differentiator, not just a ticket-handling function 3. NOC and Service Operations Excellence • Oversee 24x7 operational support capabilities as needed • Strengthen incident management, event handling, escalation management, communications, service restoration, and post-incident review • Improve operational rigor around prioritization, queue management, handoffs, runbooks, change coordination, and major incident response • Partner closely with engineering, service delivery, and network and cloud teams to improve stability, recovery, and prevention • Drive better operating performance across MTTR, recurrence rates, aging backlog, monitoring effectiveness, and escalation quality 4. Customer Experience and Communication • Define what great support looks like from the customer perspective across incidents, requests, escalations, and ongoing communications • Standardize customer communications during incidents and service-impacting events • Improve the clarity, timeliness, and credibility of updates sent to customers • Establish differentiated support motions where needed based on customer segment, technical sophistication, and business criticality • Ensure the voice of the customer is systematically translated into process, product, and service improvements 5. Process Redesign and Governance • Redesign support-related processes end-to-end, including ticket lifecycle, incident management, escalation management, ...