The Customer Advocate provides operational ownership for a small portfolio of key global voice customers as part of a shared Customer Advocate model. Each advocate develops a strong understanding of their customers' voice estate, traffic flows, service configuration and operational dependencies, while working closely with the wider team to share knowledge and provide continuity of support.
The role owns service governance, operational performance and technical escalations, acting as the link between the customer and our technical teams. When service is at risk, the Customer Advocate coordinates the response and provides clear ownership through to resolution.
Unlike traditional account management or service desk functions, the role brings together customer relationship ownership and technical understanding. The shared model provides customers with explicit accountability while also giving them access to the knowledge, experience and resilience of the wider Customer Advocate team.
What You’ll Be Doing
• Own the operational relationship for a small portfolio of key global voice customers.
• Develop and maintain a detailed technical understanding of each customer's voice estate and how their traffic is delivered.
• Deliver agreed service governance and ensure actions, risks and service improvements are managed through to completion.
• Act as the operational escalation point when customer service is at risk.
• Coordinate technical and operational teams during complex incidents and drive issues through to resolution.
• Proactively review service performance, incidents and trends to identify risks and i