Customer Care Director
il y a 22 heures
Job Overview Join to apply for the Customer Care Director role at Onoff Onoff Telecom is a European tech company reinventing mobile communication. Our patented cloud technology lets people and businesses get mobile numbers instantly — without a SIM card — through our app or SaaS platform. With over 5 million users and strong B2B growth across Europe, we’re scaling fast and expanding our product suite. The Role This is a newly created position, reporting directly to the Deputy CEO. You’ll lead both B2B and B2C support operations, currently managed by an international team (internal and outsourced across France, Estonia, and Madagascar). Your goal: build a best‑in‑class support organization that drives satisfaction, retention, and brand trust. Responsibilities Define and Drive the Customer Care Strategy – Shape and execute a global Customer Care roadmap aligned with Onoff’s business goals (churn reduction, NPS growth, operational scalability), champion a customer‑first mindset across all teams, and align closely with Sales, Product, Tech QA, and Marketing to ensure frictionless customer journeys. Lead and Scale the Team – Structure and manage a multi‑site team (≈ 15 people total, mix of internal and outsourced support), implement tiered support levels (Tier 1–3), clear SLAs, and escalation processes, and build a strong middle‑management layer to sustain growth and team engagement. Deliver Measurable Impact – At 6 months: assess and redesign workflows, launch automation/self‑service tools, and improve first‑response and resolution times; At 12 months: achieve measurable NPS improvement and reduce churn through proactive support and cross‑functional collaboration. Leverage Tools and Data – Deploy or optimize platforms such as Zendesk, Salesforce, Intercom, and advanced dashboards (Tableau, PowerBI, Looker); use insights to anticipate issues, drive process improvements, and quantify Care’s impact on LTV and retention. Bridge Tech and Customer Reality – Be the internal expert on telecom‑related support (eSIMs, number portability, connectivity, devices) and collaborate with QA and Product teams to turn user feedback into product improvements. Qualifications 7+ years of leadership in Customer Care or Support, ideally in SaaS or digital services. Fluent in English and French. Experience managing distributed teams and partners. Strong grasp of metrics: churn, NPS, LTV, CAC, EBITDA. Analytical, structured, and empathetic – a builder‑leader who can scale systems and people simultaneously. (Bonus) Knowledge of telecom or mobile ecosystems. Benefits Strategic influence: Own one of the company’s most customer‑facing functions and directly impact retention and growth. Innovation: Operate at the crossroads of telecom and SaaS, in a scale‑up combining deep tech and consumer reach. Autonomy: Work closely with the Deputy CEO, with freedom to shape your organization. Growth: As Onoff expands across Europe, your impact will scale with it. Job Details Seniority level: Not Applicable Employment type: Full-time Job function: Other Industry: Telecommunications Location: Issy‑les‑Moulineaux, Île‑de‑France, France Posting date: 1 month ago #J-18808-Ljbffr
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