---
title: 'Director, Customer Service Operations at OXIO Corporation'
canonical: 'https://feeny.ai/job/director-customer-service-operations-oxio-corporation-united-states-ztn0y52jcehd'
type: 'job'
last_seen: '2026-09-14'
---

# Director, Customer Service Operations at OXIO Corporation

- **Company:** OXIO Corporation
- **Location:** United States
- **Employment:** full-time
- **Posted:** 2026-08-25
- **Last confirmed live:** 2026-09-14
- **Apply:** https://jobs.ashbyhq.com/oxio/c594e638-c53a-4815-aa28-c3249b695225

## Job description

Director, Customer Service Operations | Remote, United States

## About OXIO

OXIO is the world’s first telecom-as-a-service (TaaS) platform. We are democratizing telecom and making it easily accessible for brands and enterprises to fully own and operate proprietary mobile networks designed to support their own customers' needs. Our TaaS solution combines multiple existing networks into one single platform that can be seamlessly managed in the cloud as a modern SaaS offering. By providing full network access, OXIO delivers unparalleled business intelligence and insights that help enterprises better understand customer and machine-to-machine (M2M) behavior. With a continuous focus on innovation, any company can build a powerful telecom presence and glean unique customer insights with OXIO.

## Role Overview

We are seeking a Director of Customer Service Operations with a customer-centric mindset and a passion for service excellence. In this pivotal role, you will lead our support operations, encompassing our BPO partner, Tier 1 Support, and Tier 2 Network Operations Center (NOC) teams. You will direct the strategy and implementation for future scaling efforts while improving efficiency and outcomes to drive customer and client satisfaction across OXIO's telecom services and products. As Director, you will partner with various internal functions and external partners to craft superior support experiences, ensuring alignment with client needs, organizational structure, and local regulations. You will be responsible for creating the interfaces, processes, and operating procedures required to meet diverse client requirements. Additionally, you will collaborate with the Product team to assess user impact for new releases and plan support flows, documentation, and training. This position oversees the configuration and performance of our Amazon Connect platform, driving value through AI, Agent Assist, and Amazon Q. Finally, the Director of Customer Service Operations will forecast and manage the annual budget, maximize revenue from Support as a Service clients, and manage delivery partners, including our BPO. This role will support clients and customers in the United States, Mexico and around the world.

## Key Responsibilities

- Lead and direct daily operations of the customer support organization to ensure superior service delivery and quality.
- Design and implement customer-centric support interfaces, processes, automation, and KPIs.
- Drive continuous process improvement projects to enhance performance metrics, including first contact resolution, resolution time, and contact rates.
- Develop and execute a strategy to scale the support organization cost-effectively through automation and strategic outsourcing.
- Incorporate AI and automation workflows which will maximize efficiency and reduce operational cost to serve.
- Manage, configure, and optimize the Amazon Connect CRM system.
- Manage and develop Level 1 Customer Support full-time employees.
- Manage and develop Level 2 Network Operations Center (NOC) full-time employees.
- Direct Business Process Outsourcing (BPO) partners supporting frontline customer care operations.
- Establish and manage the annual budget for the support organization, overseeing all 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 support 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
- Prior work experience with Amazon Connect, Amazon Q and Amazon LEX application is highly desirable
- 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

OXIO is committed to fostering a diverse, equitable, and inclusive workplace where all employees feel valued and empowered. We believe that diversity in all its forms drives innovation and creativity, and we strive to create an environment that reflects and celebrates the unique backgrounds, perspectives, and talents of our employees. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. We are dedicated to providing a work environment free from discrimination and harassment. We committed to ensuring that all qualified applicants have an equal opportunity to apply for job openings. If you need assistance or an accommodation due to a disability, please contact us at hr@oxio.io for more information.

## About OXIO Corporation

## Company Overview
- **One-liner**: OXIO is the world’s first Telecom-as-a-Service (TaaS) platform, enabling companies to build, manage and customize programmable, cloud-native connectivity for MVNOs, mobile operators and enterprises.
- **Entity Type**: Private (funding stage not publicly disclosed)
- **Headquarters**: New York, New York, USA (with additional offices in Mexico City and Montreal)
- **Founded**: 2018
- **Founders**: Nicolas Girard

## Core Business
- **Primary industry/industries**: Telecommunications / Telecom-as-a-Service (TaaS) / Cloud Communications
- **Target customers**: B2B – MVNOs, mobile network operators, enterprises (including M2M/IoT companies, fintech, and regulated industries)
- **Mission or purpose**: “Reimagine telecom for a limitless, connected tomorrow” – building a global, intelligent, secure and reliable connectivity platform that abstracts legacy complexity and unlocks new business models.

## Products & Services
- **BrandVNO® (MVNO Platform)**: A no-code, Telecom-as-a-Service platform that allows companies to launch, manage and scale their own mobile network (MVNO) without carrier contracts or telecom expertise. Includes eSIM activation, plan management, and customer controls. [oxio.com](https://oxio.com/)
- **OXIO APIs**: Modular, interoperable APIs for programmatic management of telecom operations – provisioning, billing, network control, and real-time analytics. [oxio.com](https://oxio.com/)
- **AI-Powered Business Intelligence**: Actionable dashboards and AI-driven insights on subscriber behavior, retention, fraud detection, and marketing optimization. [oxio.com](https://oxio.com/)
- **Global M2M Connectivity**: Universal SIM and multi-network connectivity for machine-to-machine deployments (IoT), with built-in fraud prevention and large-scale device management. [oxio.com/company/press-room/](https://oxio.com/company/press-room/oxio-sets-the-foundation-for-global-growth-as-taas-adoption-accelerates/)
- **eSIM Authentication**: Network-level, cryptographically secure identity verification as a replacement for legacy 2FA/OTP. [oxio.com/company/press-room/](https://oxio.com/company/press-room/oxio-sets-the-foundation-for-global-growth-as-taas-adoption-accelerates/)
- **Managed Compliance & Security**: Pre-built regulatory frameworks (e.g., for financial communications) and FCC-approved wholesale network. [oxio.com](https://oxio.com/)

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Surpassed **2 million activated lines** on the OXIO network (as of end of 2025) [oxio.com/company/press-room/](https://oxio.com/company/press-room/oxio-sets-the-foundation-for-global-growth-as-taas-adoption-accelerates/)
- **Notable Investors/Partners**: AWS (strategic partnership), Mavenir (VoLTE certification and technology partnership), FCC (license holder – first cloud-native, multi-carrier wholesale network approved by the regulator) [oxio.com/company/press-room/](https://oxio.com/company/press-room/oxio-sets-the-foundation-for-global-growth-as-taas-adoption-accelerates/)
- **Growth Signals**: 
  - Named #48 on Forbes Top Startup Employers of 2023 [oxio.com/join-the-team/](https://oxio.com/join-the-team/)
  - Frost & Sullivan Global TaaS Transformational Innovation Leadership Award (2025) [oxio.com/company/press-room/](https://oxio.com/company/press-room/oxio-sets-the-foundation-for-global-growth-as-taas-adoption-accelerates/)
  - Winner of Cloud Innovation category at Global Connectivity Awards 2025 [oxio.com/company/press-room/](https://oxio.com/company/press-room/oxio-sets-the-foundation-for-global-growth-as-taas-adoption-accelerates/)
  - Named to The Fast Mode 100 – Top Solution Providers of 2025 [oxio.com/company/press-room/](https://oxio.com/company/press-room/oxio-sets-the-foundation-for-global-growth-as-taas-adoption-accelerates/)
  - 20% growth in M2M activations in H2 2025 [oxio.com/company/press-room/](https://oxio.com/company/press-room/oxio-sets-the-foundation-for-global-growth-as-taas-adoption-accelerates/)
  - New senior leadership hires from Verizon, AT&T, and other telecom powerhouses [oxio.com/company/press-room/](https://oxio.com/company/press-room/oxio-sets-the-foundation-for-global-growth-as-taas-adoption-accelerates/)

## Competitive Advantages
- **First-of-its-kind TaaS platform**: Cloud-native, programmable core that replaces legacy MVNE infrastructure with a modern API-first approach – enabling use cases that were previously impossible (borderless MVNOs, network-level compliance for regulated industries).
- **Multi-network abstraction**: A single integration gives global roaming on multiple carriers without managing separate contracts, SIM SKUs, or local compliance.
- **FCC license as a cloud-native wholesale network**: Trusted regulatory approval that reduces time-to-market for customers.
- **AI built into the network**: Business intelligence and fraud detection at the network layer, not bolted on.
- **No vendor lock-in**: Fully interoperable APIs; customers can blend plans across networks and borders.

## Strategic Focus
- **Global expansion**: Deepening presence in the US and entering new international markets; supporting borderless MVNOs and M2M deployments.
- **Platform innovation**: Expanding BrandVNO capabilities (including full turnkey managed MVNO service) and investing in AI-driven network operations.
- **New use cases**: Regulated financial communications (compliance at network layer), modern identity verification via eSIM, and enterprise fraud prevention for M2M ecosystems. [oxio.com/company/press-room/](https://oxio.com/company/press-room/oxio-sets-the-foundation-for-global-growth-as-taas-adoption-accelerates/)

## Why Work Here
- **Culture**: Emphasis on openness, diversity, and innovation – “no idea is too big or too small.” Employees are encouraged to ask questions and challenge norms. [oxio.com/join-the-team/](https://oxio.com/join-the-team/)
- **Remote/Hybrid/Office**: Offices in New York, Mexico City, and Montreal; the culture includes in-person team events and company off-sites, suggesting a hybrid or office-centric model (check job postings for specific roles).
- **Perks**: Stock options, comprehensive benefits, employee referral program, retirement/pension plans, office lunches and snacks, and company-paid holidays. [oxio.com/join-the-team/](https://oxio.com/join-the-team/)
- **Career impact**: Described as a “career-defining opportunity” – employees work on cutting-edge telecom infrastructure that is disrupting a legacy industry. Named a Forbes Top Startup Employer.
- **Engineering focus**: Active job postings for Backend Engineers, Staff Data Platform Engineer, Site Reliability Engineer, and QA Tester – indicating a strong engineering-driven culture with modern stack (cloud-native, APIs, AI). [linkedin.com/company/oxiocorp](https://www.linkedin.com/company/oxiocorp)

## Sources
1. [oxio.com/company](https://oxio.com/company/)
2. [oxio.com](https://oxio.com/)
3. [oxio.com/join-the-team](https://oxio.com/join-the-team/)
4. [linkedin.com/company/oxiocorp](https://www.linkedin.com/company/oxiocorp)
5. [oxio.com/company/press-room/](https://oxio.com/company/press-room/oxio-sets-the-foundation-for-global-growth-as-taas-adoption-accelerates/)

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