> Requirements: > Somos is hiring a Head of Customer Experience to realize the company’s mission of building the best internet in the world. > As our Head of Customer Experience, you will own everything related to the customer touchpoints with Somos, acting as a champion of the Somos customer across the organization, overseeing our customer service operations and partnering closely with our technical installation and frontline teams. You’ll be responsible for driving a seamless, scalable, and delightful end-to-end customer journey that balances empathy with efficiency, and innovation with execution. > At Somos, we often say that the customer chooses our internet for the value proposition, but the customer stays with Somos due to the experience and quality of product and service. > You’ll bring a deep understanding of our customers while operating with sharp commercial instincts and solid technical acumen. This role demands a builder’s mindset, a strong command of data, and a passion for both technology and people. You’ll balance user-centric thinking with operational scale, leading with clarity, speed, and impact. > Customer Advocacy & Strategy > Define and own the customer experience vision and roadmap in alignment with company goals. > Serve as the voice of the customer at the executive table, using insights and analytics to advocate for improvements. > Team Leadership > Lead and grow a high-performing customer experience organization, including customer service for both B2C and B2B verticals. > Inspire, coach, and develop managers and frontline teams. > Operational Excellence > Design and implement customer service systems, processes, and KPIs to drive satisfaction, retention, and efficiency. > Collaborate with our field installation and technical operations teams to ensure a smooth and consistent customer journey from signup to install and beyond. > Cross-Functional Collaboration > Partner closely with Product, Engineering, and Commercial teams to build customer-centric products and services. > Act as a key stakeholder in product design, proactively identifying pain points and proposing technical solutions. > Data & Continuous Improvement > Leverage data to identify trends, opportunities, and root causes behind customer issues. Goal: design a customer experience that brings incident volume close to zero. > Continuously experiment and iterate to improve NPS, CSAT, and resolution times. > 10+ years of experience in customer experience, operations, or support, ideally in high-growth tech or telco environments. > Proven experience leading and scaling customer-facing teams. > Strong technical literacy with a product-oriented mindset; experience working closely with engineers or product teams is a major plus. > Commercially savvy and able to balance cost, growth, and customer satisfaction. > Fluent in Spanish and English—you must be able to lead teams and influence stakeholders in both languages. > High energy, founder’s mentality, and bias for action. Thrives in fast-paced, ambiguous, and high-impact environments. > Excellent communication, negotiation, and conflict-resolution skills.