Head of Customer Care Telecom Sector
il y a 1 jour
About the CompanyOur 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 growth, they are now hiring a Customer Care Director to structure and lead a world-class support organization, with direct impact on customer satisfaction, retention, and revenue.MissionYou 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, working across Product, Tech, Ops, and Sales to ensure customer excellence at scale.TasksKey Responsibilities Strategic LeadershipDefine and execute a scalable global Customer Care strategyInfluence business decisions by being the voice of the customer at executive level.Cultivate a customer-obsessed culture across the organization. Team & OperationsBuild, 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 tech support functions around eSIMs, activation flows, and device compatibility. Tools & AnalyticsDeploy and optimize helpdesk & CRM tools (Zendesk, Salesforce, Intercom, etc.).Monitor and improve KPIs: NPS, first response, resolution time, CSAT, agent productivity.Create real-time dashboards and share insights with leadership. Technical & Product LiaisonCollaborate 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 ImpactAlign 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 initiativesRequirementsMust-Have5+ 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 HaveBackground 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.BenefitsWhy This Role?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.Recruitment managed by Herrera Headhunters. To apply confidentially or request more details, please reach out to: n.tajouri@herreraheadhunters.com #J-18808-Ljbffr
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