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

As Manager, Customer Experience, you will play a key role in building and shaping a new team of skilled technical specialists. This hybrid role combines hands-on technical expertise with people leadership, ensuring high-quality case resolution, scalable governance, and the foundation of a robust global support structure for 2nd level cases.

This is the first support leadership role being established in our Portugal offices, offering a unique opportunity to be the pioneer in setting up and leading the Support structure locally. You’ll have the opportunity to shape how the team operates, establish best practices, and collaborate closely with global peers to build a strong foundation for an exceptional customer experience in the region.

You’ll help establish and refine the processes that enable our 24/7 global support model, fostering consistency, compliance, and collaboration across regions. This is a unique opportunity to influence how we grow, support our customers, and advance our mission of improving sleep health through technology.

What You’ll Do

• Guide and mentor a team of technical specialists, fostering professional growth and a collaborative spirit.
• Ensure the timely and high-quality resolution of complex customer issues through effective workload management and hands-on technical support.
• Partner with distributors and first-level teams to deliver seamless case handling and exceptional customer experiences.
• Lead governance for advanced support, maintaining consistent processes, documentation, and traceability across regions.
• Collaborate with R&D and Product Development to resolve escalations and drive continuous improvements to products and processes.
• Lead governance for 2nd-level support and collaborate with 1st and 3rd level support teams to align processes, documentation standards, and traceability across all support levels.
• Develop and share technical documentation, training materials, and best practices that enhance global knowledge and capability.
• Ensure all support activities meet medical device quality and regulatory standards, contributing to ongoing compliance initiatives.

What You Bring

• Education in technology or equivalent practical experience required.
• Strong background in customer support, technical service, or engineering roles.
• Strong analytical, problem-solving, and documentation skills.
• Experience in a regulated environment (medical device or healthcare preferred).
• Excellent verbal and written communication skills in English.
• 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.