Mobileum · 1 week ago
Director Customer Support
Greater Seattle Area
Full-time
Onsite
Director/Executive
15+ years expMobileum is a leading provider of Telecom analytics solutions, and they are seeking a Director – Customer Support to oversee support operations for their NAMR customers. This role involves ensuring timely and high-quality resolution of customer issues, leading customer calls, and coordinating with internal teams and vendors for issue resolution.
Telecommunications
Hiring Manager
Vijaya Kumar
Responsibilities
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
Qualification
Required
15+ years of experience in customer support role
A degree in Engineering, Information Technology (IT), or a related field, or equivalent experience
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)
Company
Mobileum
Mobileum is a leading provider of Telecom analytics solutions for roaming, core network, security, risk management, domestic and international connectivity testing, and customer intelligence.
1001-5000 employees
H1B Sponsorship
Mobileum has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (10)
2023 (5)
2022 (4)
2021 (3)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Bobby Srinivasan
CEO
Avnish Chauhan
Co Founder, CTO, and EVP
Company data provided by crunchbase