Head of Operations & Support

About the role

As the Head of Operations & Support at Telarix, you will lead the delivery of 24/7/365 customer support and proactive operational assistance for our wholesale voice, SMS A2P and RCS services. You will be responsible for ensuring high customer satisfaction, retention and maximizing commercial value of managed services contracts.

Key responsibilities

• Recruit, develop and retain a high‑performing, technically strong customer support team across multiple regions.
• Coordinate closely with the Global Security Operations Centre (GSOC) to ensure seamless handling of support requests.
• Drive automation and data‑driven analysis to improve internal and external communication, SLA compliance and issue resolution.
• Calibrate support investments (staffing, travel, tools) and adapt the M&MS organization to enhance accountability and productivity.
• Provide sales and marketing support for customer engagements and quarterly business reviews.
• Produce monthly and quarterly performance reports covering SLA adherence, attrition risk, ticket trends and new product introductions.
• Develop and review processes and automations to guarantee SLA performance and proactive actions.

Required profile

• Proven operational management experience in international voice interconnection.
• Extensive knowledge of rating, routing, billing and charging systems.
• Hands‑on technical troubleshooting expertise.
• Track record of leading globally distributed support teams and delivering measurable improvements.
• Minimum three‑year tenure in the last two positions, confirmed by references.

Required skills

• Voice Interconnection
• Rating
• Routing
• Billing
• Charging
• Technical troubleshooting