Role Overview 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. Key Responsibilities - 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. Requirements - 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. #J-18808-Ljbffr