Customer Experience Manager

Roles and Responsibilities

1. Leadership & Team Development

• Lead and mentor a team of technical specialists, providing coaching and guidance.
• Allocate workloads and ensure timely resolution of customer issues at the 2nd and 3rd level.
• Foster a culture of accountability, collaboration, and continuous learning within the team.

2. Advanced Technical Support (2nd Level)

• Provide hands-on service and support to customers, including complex technical troubleshooting.
• Demonstrate deep technical understanding of systems, infrastructure, and networking, with the ability to navigate and troubleshoot across complex environments.
• Lead root cause analysis of complex technical issues, driving resolution across systems, software, and integrations.
• Take ownership of critical and high-impact issues, driving them to resolution across teams and functions.
• Manage escalations from 1st-level support and distributors, ensuring efficient resolution.
• Maintain high-quality communication with customers, ensuring satisfaction and trust.
• Participate in shift-based operational support during the initial team establishment phase to ensure continuity of service and support quality.

3. Governance & Collaboration (3rd Level Interface)

• Act as the governance lead for 3rd level support, ensuring consistent escalation processes, documentation, and traceability.
• Collaborate with R&D and Product Development teams on critical issues, product improvements, and knowledge sharing.

4. Knowledge Management & Training

• Proven experience handling complex technical issues in a customer-facing environment, including root cause analysis and cross-functional resolution.
• Contribute to the creation and maintenance of support documentation, instructions, and knowledge base.
• Deliver technical training to internal teams, distributors, and customers as needed.
• Ensure best practices and learnings from escalations are captured and shared globally.

5. Compliance & Quality

• Ensure that complaint handling, documentation, and escalations comply with medical device regulatory requirements.
• Support Quality and Regulatory teams in audits, reporting, and compliance-related initiatives.

Qualification and Education Requirements

• Education in technology or equivalent practical experience required.
• Strong background in customer support, technical service, or engineering roles.
• Experience in a regulated environment (medical device or healthcare preferred).
• Excellent verbal and written communication skills in English.
• Proven ability to manage small teams while remaining hands-on in technical work.
• Strong problem-solving, analytical, and documentation skills.
• Demonstrated service mindset and solution-oriented thinking.

Why Join Us

At Nox, you’ll be part of a diverse, mission-driven team improving health and quality of life through sleep. We offer a collaborative environment where your ideas matter and your expertise helps drive meaningful impact — one night’s sleep at a time.