Go Echoes

Outsourcing and Offshoring Consulting

1-10

France

**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.

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.

**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**, working across Product, Tech, Ops, and Sales to ensure customer excellence at scale.

## Tasks

**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 tech support functions around eSIMs, activation flows, and device compatibility.

**🔹 Tools & Analytics**

*   Deploy 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 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-Have**

*   **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

**Why 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**

Employee

Manager

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.
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.
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, working across Product, Tech, Ops, and Sales to ensure customer excellence at scale.
<h2 id="tasks">Tasks</h2>
Key Responsibilities
🔹 Strategic Leadership
<ul>
<li>Define and execute a scalable global Customer Care strategy</li>
<li>Influence business decisions by being the voice of the customer at executive level.</li>
<li>Cultivate a customer-obsessed culture across the organization.</li>
</ul>
🔹 Team &amp; Operations
<ul>
<li>Build, structure, and lead an internal and external Customer Care team (in-house + outsourced).</li>
<li>Design support flows: Tier 1 → Tier 3, SLAs, escalation models, and knowledge base.</li>
<li>Lead tech support functions around eSIMs, activation flows, and device compatibility.</li>
</ul>
🔹 Tools &amp; Analytics
<ul>
<li>Deploy and optimize helpdesk &amp; CRM tools (Zendesk, Salesforce, Intercom, etc.).</li>
<li>Monitor and improve KPIs: NPS, first response, resolution time, CSAT, agent productivity.</li>
<li>Create real-time dashboards and share insights with leadership.</li>
</ul>
🔹 Technical &amp; Product Liaison
<ul>
<li>Collaborate with Product, QA, and Engineering teams to resolve user pain points.</li>
<li>Translate user feedback into product improvements and process automations.</li>
<li>Serve as the internal subject-matter expert for telecom troubleshooting.</li>
</ul>
🔹 Business Impact
<ul>
<li>Align customer care objectives with broader business goals including revenue growth, upsell potential, user engagement, and EBITDA contribution.</li>
<li>Work with Finance and Strategy to model customer care’s impact on retention and lifetime value.</li>
<li>Build business cases for automation, self-service, or outsourcing initiatives</li>
</ul>
<h2 id="requirements">Requirements</h2>
Must-Have
<ul>
<li>5+ years in Customer Service leadership within tech, telecom, or SaaS.</li>
<li>Hands-on knowledge of telecom systems and device/network troubleshooting.</li>
<li>Proven track record managing multi-country support operations.</li>
<li>Fluent in English and French (mandatory); other languages a plus.</li>
<li>Excellent command of support tech stack (Zendesk, CRM, dashboards).</li>
<li>Strong understanding of business KPIs: CAC, LTV, churn, NPS.</li>
</ul>
Nice to Have
<ul>
<li>Background in a high-growth, scale-up environment.</li>
<li>Experience managing remote teams across Europe and/or North America.</li>
<li>Comfort working in data-driven and KPI-centric cultures.</li>
</ul>
<h2 id="benefits">Benefits</h2>
Why This Role?
<ul>
<li>Executive-level role with direct impact on global customer experience.</li>
<li>Cross-functional scope with daily exposure to top-level leadership.</li>
<li>A chance to build and scale a customer-centric organization from the ground up.</li>
<li>Join a company on a mission to redefine the mobile experience across borders.</li>
</ul>
Recruitment managed by Herrera Headhunters. To apply confidentially or request more details, please reach out to: 📧 <a target="_blank" rel="noopener nofollow" href="mailto:&#110;&#x2e;&#116;&#97;&#x6a;&#111;&#x75;&#114;&#105;&#x40;&#104;&#x65;&#114;&#x72;&#101;&#x72;&#x61;&#104;&#x65;&#x61;&#x64;&#104;&#x75;&#x6e;&#x74;&#x65;&#x72;&#x73;&#x2e;&#99;&#x6f;&#x6d;">&#110;&#x2e;&#116;&#97;&#x6a;&#111;&#x75;&#114;&#105;&#x40;&#104;&#x65;&#114;&#x72;&#101;&#x72;&#x61;&#104;&#x65;&#x61;&#x64;&#104;&#x75;&#x6e;&#x74;&#x65;&#x72;&#x73;&#x2e;&#99;&#x6f;&#x6d;</a>

Head of Customer Care - Telecom Sector (Hybrid)

Customer Care Director - Telecom Sector (Hybrid)

Freelance

Expert en Télévente (Télétravail)

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