Head of Customer Care (Telecom sector) - Hybrid

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.

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

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.

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:
📧 [email protected]