At Nox, we’re shaping the future of sleep diagnostics by delivering intelligent solutions that help healthcare professionals better understand and treat sleep disorders. We’re looking for a Manager, Customer Experience to join our global team and help ensure our customers around the world receive world\-class technical support and care. ### **About the Role** The Manager, Customer Experience, is responsible for leading a team of technical specialists while remaining deeply hands\-on in advanced technical support for Nox Medical products and solutions. This is a hybrid leadership role for a highly technical individual who thrives in solving complex issues, guiding others, and driving high\-quality global support outcomes. The role combines strong technical expertise with people leadership, ensuring effective case resolution, scalable support structures, and continuous improvement across 2nd\-level support. The manager plays a key role in enabling a 24/7 global support model while ensuring compliance with medical device regulatory requirements. **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.