Customer Care Director Telecom Sector
il y a 23 heures
About the Company Our client is a European tech / Telecom scale‑up revolutionizing mobile services through a fully digitalized and cloud‑based platform. With a strong international presence and a B2C / B2B user base in the millions the company is building a next‑generation telecom experience agile, seamless and customer‑centric. Mission You will own the global Customer Support function and be a key driver in transforming customer service into a revenue enabler. This is a cross‑functional leadership role reporting to the Deputy CEO and working across Product, Tech, Ops and Sales to ensure customer excellence at scale. Key Responsibilities Strategic Leadership Define and execute a scalable global Customer Care strategy Influence business decisions by being the voice of the customer at executive level Cultivate a customer‑obsessed culture across the organization Team & Operations Build structure and lead an internal and external Customer Care team (in‑house & outsourced) Design support flows: Tier 1, Tier 3 SLAs, escalation models and knowledge base Lead technical support functions around eSIM activation flows and device compatibility Tools & Analytics Deploy and optimise help‑desk & CRM tools (Zendesk, Salesforce, Intercom, etc.) Monitor and improve KPIs: NPS, first‑response time, resolution time, CSAT, agent productivity Create real‑time dashboards and share insights with leadership Technical & Product Liaison Collaborate with Product, QA and Engineering teams to resolve user pain points Translate user feedback into product improvements and process automations Serve as the internal subject‑matter expert for telecom troubleshooting Business Impact Align customer care objectives with broader business goals including revenue growth, upsell potential, user engagement and EBITDA contribution Work with Finance and Strategy to model customer care’s impact on retention and lifetime value Build business cases for automation, self‑service or outsourcing initiatives Requirements Must‑Hold 5 years in Customer Service leadership within tech, telecom or SaaS Hands‑on knowledge of telecom systems and device/network troubleshooting Proven track record managing multi‑country support operations Fluent in English and French (mandatory); other languages a plus Excellent command of support tech stack (Zendesk, CRM dashboards) Strong understanding of business KPIs: CAC, LTV, churn, NPS Nice‑to‑Have Background in a high‑growth scale‑up environment Experience managing remote teams across Europe and/or North America Comfort working in data‑driven and KPI‑centric cultures Benefits Executive‑level role with direct impact on global customer experience Cross‑functional scope with daily exposure to top‑level leadership A chance to build and scale a customer‑centric organization from the ground up Join a company on a mission to redefine the mobile experience across borders #J-18808-Ljbffr
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Customer Care Director
il y a 1 jour
Paris, France Onoff Temps pleinJob 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,...
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Customer Care Director
il y a 4 semaines
Paris, France Herrera Headhunters. Temps pleinAbout the Company Our client is a European tech/Telecom scale-up revolutionizing mobile services through a fully digitalized and cloud-based platform. With a strong international presence and a B2C/B2B user base in the millions, the company is building a next-generation telecom experience, agile, seamless, and customer-centric. As part of their strategic...
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Customer Care Director
il y a 1 jour
Paris, France Herrera Headhunters. Temps pleinAbout the Company Our client is a European tech / Telecom scale-up revolutionizing mobile services through a fully digitalized and cloud-based platform. With a strong international presence and a B2C / B2B user base in the millions, the company is building a next-generation telecom experience, agile, seamless, and customer-centric. As part of their strategic...
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Customer Care Director
il y a 23 heures
Paris, France Herrera Headhunters. Temps pleinAbout the Company Our client is a European tech/Telecom scale-up revolutionizing mobile services through a fully digitalized and cloud-based platform. With a strong international presence and a B2C/B2B user base in the millions, the company is building a next‑generation telecom experience, agile, seamless, and customer‑centric. As part of their strategic...
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il y a 1 jour
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