Job Description

The Head of Customer Support (NOC) will lead and oversee all customer support operations and the Network Operations Center, ensuring exceptional service delivery, network reliability, and customer satisfaction. This strategic leadership role is responsible for building and managing a high-performing support team that delivers 24/7/365 support to residential customers and property management clients.
Key Responsibilities
Strategic Leadership

• Develop and implement customer support and NOC strategy aligned with company growth objectives
• Establish service level agreements (SLAs) and key performance indicators (KPIs) for support operations
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency
• Collaborate with executive leadership on customer retention and satisfaction strategies
• Manage departmental budget and resource allocation

Team Management

• Build, lead, and mentor a high-performing customer support and NOC team
• Develop training programs and career progression pathways for support staff
• Foster a customer-centric culture focused on excellence and accountability
• Conduct performance reviews and implement talent development initiatives
• Manage shift scheduling to ensure 24/7/365 coverage

Network Operations Center (NOC)

• Oversee network monitoring, incident management, and problem resolution
• Ensure proactive identification and resolution of network issues
• Implement and maintain NOC tools, systems, and processes
• Coordinate with technical teams for escalations and major incidents
• Maintain comprehensive incident documentation and root cause analysis

Customer Support Operations

• Design and optimize multi-channel support delivery (phone, email, WhatsApp, portal)
• Ensure timely resolution of customer queries, complaints, and technical issues
• Develop and maintain knowledge base and self-service resources
• Implement customer feedback mechanisms and act on insights
• Monitor and report on customer satisfaction metrics (CSAT, NPS)

Technology & Systems

• Oversee implementation and optimization of support ticketing systems
• Drive adoption of automation and AI-powered support tools
• Ensure integration between NOC monitoring tools and support platforms
• Maintain accurate customer and network documentation systems

Stakeholder Management

• Serve as primary escalation point for complex customer and partner issues
• Build strong relationships with property management companies and key clients
• Collaborate with Sales, Network Engineering, and Operations teams
• Represent customer support in executive and cross-functional meetings
• Communicate service status and major incidents to stakeholders

Required Qualifications
Education

• Bachelor's degree in Information Technology, Telecommunications, Business Administration, or related field
• Relevant technical certifications (ITIL, Network+, CCNA) highly desirable
• Advanced degree (MBA, MSc) is an advantage

Experience

• Minimum 8-10 years of experience in customer support or NOC operations in telecommunications/ISP industry
• At least 5 years in leadership roles
• Proven track record of managing 24/7 support operations
• Experience with fibre and wireless network technologies
• Demonstrated success in building and scaling support teams

Technical Skills

• Deep understanding of telecommunications infrastructure (fibre, wireless, routing, switching)
• Proficiency with NOC monitoring tools (e.g., Nagios, PRTG, SolarWinds)
• Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow)
• Knowledge of ITIL framework and best practices
• Familiarity with VoIP, network protocols, and troubleshooting methodologies

Leadership & Soft Skills

• Exceptional leadership and people management abilities
• Strong analytical and problem-solving skills
• Excellent communication skills (written and verbal)
• Ability to work under pressure and manage crisis situations
• Customer-focused mindset with empathy and patience
• Data-driven decision-making approach
• Strategic thinking with operational execution excellence

Key Competencies

• Customer service excellence and relationship management
• Operational leadership and process optimization
• Technical troubleshooting and incident management
• Change management and continuous improvement
• Cross-functional collaboration
• Conflict resolution and negotiation
• Budget management and resource planning

Performance Metrics

• Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS)
• First Contact Resolution Rate
• Average Response and Resolution Times
• SLA Compliance Percentage
• Network Uptime and Mean Time to Repair (MTTR)
• Team Productivity and Utilization Rates
• Customer Churn and Retention Rates
• Support Cost per Customer

Skills Required