Director Customer Support

Associate Director - HR | Global Talent Acquisition

Mobileum is a leading provider of Telecom analytics solutions for roaming, core network, security, risk management, domestic and international connectivity testing, and customer intelligence. More than 1,000 customers rely on its Active Intelligence platform, which provides advanced analytics solutions, allowing customers to connect deep network and operational intelligence with real-time actions that increase revenue, improve customer experience, and reduce costs.

Headquartered in Silicon Valley, Mobileum has global offices in Australia, Dubai, Germany, Greece, India, Portugal, Singapore and UK with global HC of over 1800+.

Join Mobileum Team

At Mobileum we recognize that our team is the main reason for our success. What does work with us mean? Opportunities!

Job Description:

We are seeking a Director – Customer Support to oversee support operations for our NAMR customers. The role involves ensuring timely and high-quality resolution of customer issues and escalations, leading regular customer calls and coordinating with internal teams and third-party vendors for issues resolution. The ideal candidate will have strong leadership skills, a customer-focused approach, and the ability to drive operational excellence and foster customer satisfaction.

• Maintains a proactive, customer-centric approach.
• Oversee customer escalation management and executive-level communications.
• Drive continuous improvement initiatives and customer satisfaction programs.
• Lead, mentor, and manage support managers and teams.
• Establish KPIs, SLAs, and performance metrics to measure support effectiveness.
• Focused, organized, and driven to achieve solutions efficiently.
• Strong commitment to quality.
• Takes ownership and anticipates needs with dedication.
• Experienced in managing escalations.
• Understands complex technical systems and quickly learns new technologies.

• Experience in leading managers or a similar role.
• Experience in handling Tier 1 customers.
• Be prime interface to the customer and hold review meetings with the customer on a timely basis.
• Track and adhere to SLA times as stipulated in the customer contracts.
• Regular follow-up on escalated CSRs.
• Strong people leadership and coaching skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Strong analytical skills with experience using metrics and reporting tools.
• Excellent customer-oriented mindset with a passion for solving complex technical problems.
• Proficient in English, both written and spoken.
• Understanding of mobile communication technologies (GSM, UMTS, LTE, 5G).

15+ years of experience in customer support role

A degree in Engineering, Information Technology (IT), or a related field, or equivalent experience.

US, Seattle

• Director

• Full-time

• Customer Service

• Telecommunications