Customer Care Director - 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.

What You’ll Do :

1. Define and Drive the Customer Care Strategy
● Shape and execute a global Customer Care roadmap aligned with business
goals (churn reduction, NPS growth, operational scalability).
● Champion a customer-first mindset across all teams.
● Align closely with Sales, Product, Tech QA, and Marketing to ensure frictionless
customer journeys.

2. 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.
● Build a strong middle-management layer to sustain growth and team engagement.

3. 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.

4. 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.

5. Bridge Tech and Customer Reality
● Be the internal expert on telecom-related support (eSIMs, number portability,
connectivity, devices).
● Collaborate with QA and Product teams to turn user feedback into product
improvements.

Who You Are
● 7+ years of leadership in Customer Care or Support, ideally in SaaS or digital services.
● Fluent in English and French.
● Experienced 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.

Why Join :
● Strategic influence: You’ll 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 the company expands across Europe, your impact will scale with it.

Recruitment managed by Herrera Headhunters. To apply confidentially or request more details, please reach out to: 📧 [email protected]