Compass Experience Labs

MEET COMPASS

We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more! If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass could be your ideal workplace!

Director, IT Support ( Call Center Operations)

The Director, IT Support Operations serves as the subject matter expert for all IT support contact center solutions across Compass. This role provides strategic and operational leadership for multiple IT Support Operations Managers overseeing client programs within a high-volume, multi-channel BPO environment.

The Director is responsible for ensuring the delivery of high-quality, efficient, and cost-effective IT support services across voice (inbound/outbound), chat, email, ticketing, and other customer support channels. This role partners closely with clients and internal stakeholders to drive operational excellence, achieve contractual service level agreements (SLAs), optimize financial performance, and foster a strong employee culture.

Key responsibilities include incident management oversight, workforce and performance management, client relationship management, continuous process improvement, quality assurance, and operational scalability. The Director ensures consistent execution of support services across technical support, software support, infrastructure-related support functions, and other IT service offerings while maintaining a strong focus on customer experience, operational efficiency, and business results.

This is a remote, work-from-home position. Candidates must maintain a dedicated, professional workspace with a reliable high-speed internet connection capable of supporting voice, video, and system requirements. To ensure business continuity and operational reliability, candidates must also have access to backup power and internet connectivity solutions in the event of service interruptions. 

Key Responsibilities:

• Leadership & Strategy:
• Provide strategic direction and leadership for the organization's IT programs, ensuring operational alignment with client expectations and company goals are consistent with the organization’s global operating model..
• Serve as the senior subject matter expert contact for all things IT support.
• Oversee multiple Tech/IT support client programs
• Attend as needed new client demo/Sales discussions representing IT support
• Operational Oversight:
• Oversee a team of various operations managers that lead day-to-day operations across multiple clients supporting IT services, including helpdesk, tech support, infrastructure, or software-related accounts.
• Ensure direct reports meet service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded.
• Ensure execution of bridge plans for any KPIs that are not meeting target
• Process Improvement & Quality Assurance:
• Identify opportunities for process optimization, automation, and continuous improvement.
• Work closely with Quality, Training, and Workforce Management teams to enhance performance and operational efficiency.
• People Management:
• Oversee, support and develop a team of IT support operations managers.
• Conduct performance reviews, coach for career development, and foster a high-performance culture.
• Client Engagement & Relationship Management:
• Build strong and maintain relationships with client partners and maintain regular communication to ensure satisfaction and address IT concerns proactively.
• Financial & Resource Management:
• Monitor budget, efficiencies, and resource allocation to ensure profitability and optimal delivery.
• Experience in managing cost per transaction accounts is preferred. 
• Provide regular updates to the senior leadership team on program performance, financial health, and risk management.
• Compliance & Risk Mitigation:
• Ensure adherence to data privacy, security, and compliance standards relevant to IT service delivery.
• Mitigate risks through proactive incident management and business continuity planning.

Qualifications and Physical Requirements with or without reasonable accommodation:

• 10+ years of experience in BPO operations, with at least 6+ years in a senior leadership role managing IT or technical support programs.
• Strong understanding of ITIL, service management frameworks, or related methodologies - managing POS & Aloha systems is highly preferred
• Experience managing large teams and working with international clients, especially in tech industries.
• Proven track record of meeting/exceeding operational KPIs and client expectations.
• Exceptional leadership, communication, and stakeholder management skills.
• Analytical mindset with strong problem-solving abilities.
• Ability to operate a computer/laptop and a headset.
• Ability to perform all duties of the job while sitting for prolonged periods (i.e., for the duration of shift)
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Availability:

Full-time position with weekdays, weekends, and nighttime availability. This position works Monday - Friday 9am EST - 6pm EST. 

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Role Expectations

• Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Documents incidents and resolutions and provides updates to the knowledge base where applicable
• Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.

Qualifications

• 1-2 years of at least Tech Level 2 experience within BPO setting, IT service desk experience is a plus
• Strong technical proficiency in hardware and networking
• Good understanding of security best practices in a regulated business.
• Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc is highly preferred
• Experience in POS troubleshooting is an edge, ALOHA experience is a plus
• Exceptional English communication skills (written and spoken)

Technology Requirements

• A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.
• Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam.
• All agents must have a working camera to be used during training sessions and 1:1 conversation.
• Agents must have a working headset with a microphone, speakers are not permitted for us while on calls.
• Agents must be willing to have Crowdstrike be installed in their personal computer/laptop
• All agents will be required to install third-party software in order to run the screen capture module:
• Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x
• All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.
• Download and upload speed must be at least 25 MBPS with latency (RTT) of <200ms.
• Processor: Intel Core i5 with 500 GB HDD / AMD Ryzen 5
• RAM: 16 GB

Benefits:

• A fully remote work environment
• This is currently a contract position, offering competitive wages
• Comprehensive training on our products and services.
• Career development opportunities, including internal promotions.
• A positive and growing work culture that values diversity and inclusivity.