Services et conseil aux entreprises

Herrera Headhunters.

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.

## Vos missions

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.

## Vos compétences

**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.

## Avantages

**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:** **📧 n.tajouri@herreraheadhunters.com**

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="vos-missions">Vos missions</h2>
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.
<h2 id="vos-compétences">Vos compétences</h2>
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.
<h2 id="avantages">Avantages</h2>
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: 📧 <a target="_blank" rel="noopener nofollow" href="mailto:&#x6e;&#46;&#116;&#x61;&#x6a;&#x6f;&#x75;&#114;&#105;&#x40;&#104;&#101;&#114;&#114;&#x65;&#x72;&#97;&#104;&#101;&#x61;&#x64;&#104;&#117;&#110;&#x74;&#101;&#114;&#115;&#46;&#99;&#111;&#x6d;">&#x6e;&#46;&#116;&#x61;&#x6a;&#x6f;&#x75;&#114;&#105;&#x40;&#104;&#101;&#114;&#114;&#x65;&#x72;&#97;&#104;&#101;&#x61;&#x64;&#104;&#117;&#110;&#x74;&#101;&#114;&#115;&#46;&#99;&#111;&#x6d;</a>

Customer Care Director - Hybrid

Freelance

Ops Tech Lead - Automations & AI (n8n) - Remote (LATAM)

Herrera Headhunters - Eversun logo

La {privacyLink} et les {termsLink} de Google s'appliquent.

Avantages

Médias

Nous n'avons pas de postes vacants pour le moment

Aucun poste vacant

Lieux de travail

Postes à pourvoir

Valeurs

Vidéos

Vous avez des questions ?

Candidature spontanée

Nous enverrons un lien vers cette offre d'emploi sur votre e-mail.

Pas le temps? Postulez plus tard.

Nous vérifions votre compte. Les candidats pourront postuler dès que nous aurons validé votre compte.

Les changements effectués ne seront visibles que lorsque vous publierez votre offre d'emploi.

Ceci est un aperçu de votre offre d'emploi.

Intéressant ?

L'offre d'emploi {jobTitle} a été archivée ou la date limite a été dépassée.

Cette offre d'emploi n'est plus disponible

L'équipe de recrutement

Autres postes vacants

N'hésitez pas à consulter nos offres d'emploi.

Nous n'acceptons plus les candidatures spontanées

Vous êtes un professionnel talentueux à la recherche d'une nouvelle aventure professionnelle ? Chez {companyName}, nous apprécions les personnes proactives qui peuvent apporter une nouvelle perspective à notre équipe.

Même si nous n'avons actuellement pas de poste vacant qui correspond à vos attentes, votre expérience et vos talents particuliers, votre profil pourrait nous intéresser à l'avenir.

Pour soumettre votre candidature spontanée, veuillez utiliser le formulaire de candidature sur la droite de votre écran pour ajouter votre CV et votre lettre de motivation. Veillez à mentionner le poste souhaité dans la lettre de motivation.

Soyez assuré(e) que notre équipe de recrutement vous contactera dès qu'elle aura identifié un poste correspondant à vos compétences et à vos aspirations.

Comment postuler

Toutes les postes vacants de {companyName}. Postulez maintenant et rejoignez {companyName}!

Offres d'emploi chez {companyName}. Consultez nos {jobsCount} offres et devenez un membre de notre équipe !

Offres d'emploi chez {companyName}. Consultez nos {jobsCount} offres et rejoignez-nous ! Faites avancer votre carrière et postulez dès aujourd'hui !

Offres d'emploi chez {companyName}. Nous avons actuellement {jobsCount} offres. Postulez dès aujourd'hui et rejoignez-nous !

Offres d'emploi chez {companyName}. Nous recherchons actuellement {jobsCount} nouveaux membres. Postulez dès aujourd'hui pour faire partie de l'équipe !

Offres d'emploi chez {companyName}. Consultez nos offres pour faire partie de l'équipe ! Nous recherchons {jobsCount} nouveaux membres. Postulez dès aujourd'hui !

Offres d'emploi chez {companyName}. Consultez nos offres et devenez un membre de notre équipe ! Nous recherchons {jobsCount} nouveaux membres. Postulez dès aujourd'hui !

Consultez nos offres et devenez un des {jobsCount} nouveaux membres de notre équipe ! Faites évoluer votre carrière et postulez dès aujourd'hui !

Aucun poste vacant chez {companyName} ? N'attendez pas ! Envoyez votre candidature spontanée dès aujourd'hui pour élargir vos perspectives de carrière.