Head of Operations

Position Overview

We are seeking an experienced Head of Operations to lead our global customer support operations across VoIP, SIP Trunking, DID Services, CPaaS and CCaaS solutions.

Experience in Telecom, VoIP, CPaaS, CCaaS is required.

Key Responsibilities

Team Leadership & Management

• Manage daily support operations and team performance.
• Improve support processes, workflows and escalation procedures.
• Organize shift schedules and ensure 24/7 support coverage.
• Conduct performance reviews, coaching sessions and career development planning.
• Participate in recruitment, onboarding and training of IT specialists.

Customer Support Operations (L1, L2, Administration)

• Ensure compliance with internal KPIs and customer SLAs.
• Monitor ticket queues, response times, resolution times and customer satisfaction metrics.
• Drive continuous improvement initiatives to enhance customer experience and service quality.

Telecom Operations (QA, NOC, Provisioning of DIDs)

• Support activities related to SIP Trunking, DIDs, VoIP routing, carrier interconnections and CCaaS / CPaaS.
• Supervise DID provisioning, SIP account management and customer onboarding activities.
• Monitor routing quality and carrier performance using test tools.
• Coordinate escalations with upstream providers and telecom partners.
• Ensure proper root cause analysis and incident documentation.

Cross-Functional Collaboration

• Collaborate with Product teams on feature requests and service improvements.
• Support Sales and Account Management teams during onboarding and customer escalations.

Reporting & Continuous Improvement

• Prepare regular operational and management reports.
• Track and report KPIs, SLA compliance, incident trends and customer satisfaction metrics.
• Maintain and improve internal documentation, knowledge bases and support procedures.
• Identify opportunities to automate support processes and improve operational efficiency.

Requirements

• 5+ years of experience in Telecom, VoIP, CPaaS, CCaaS.
• 2+ years of experience managing technical support teams.
• Strong understanding of:

o VoIP routing and interconnections

o DID provisioning and management

o SIP Trunking and traffic monitoring

o Telecom infrastructure

• Experience with PBX platforms such as:

o Asterisk

o FreePBX

• Knowledge of VoIP monitoring and routing tools (iTest, Arptel, Route Inspector, etc.)
• Traffic monitoring and analysing tools (Wireshark, VoIPmonitor etc.)
• Understanding of API-intergations.
• Strong knowledge of ticketing systems and incident management processes.
• Excellent communication, leadership, and organizational skills.
• Fluent written and spoken English.

What We Offer

• Fully remote position
• Competitive compensation package
• Flexible working environment
• Paid vacation
• Long-term career growth opportunities
• Leadership role