Customer Care Director - Hybrid

Herrera Headhunters.; Paris; Sur place; Confidentiel; Plein temps

Résumé du poste

A leading telecom company is seeking a Head of Customer Support to transform the customer service function into a revenue enabler. This role requires 7+ years of experience in leadership within Customer Care, fluent English and French, and the ability to manage distributed teams. You'll work closely with the Deputy CEO and impact retention and growth as the company scales across Europe. Interested candidates can apply confidentially via email.

Prestations

Strategic influence over customer-facing functions

Innovation through a blend of telecom and SaaS

Autonomy in shaping your organization

Growth opportunities as the company expands

Qualifications

• 7+ years of leadership in Customer Care or Support, ideally in SaaS.
• Fluency in English and French is required.
• Experience managing distributed teams and partners is a plus.

Responsabilités

• Define and Drive the Customer Care Strategy aligned with business goals.
• Lead and Scale a multi-site team to implement tiered support levels.
• Deliver measurable impact on customer satisfaction and operational metrics.
• Leverage tools and data to optimize customer support processes.
• Bridge tech and customer reality by collaborating with QA and Product teams.

Connaissances

Leadership in Customer Care

Fluent in English and French

Managing distributed teams

Strong grasp of metrics

Analytical and empathetic

Knowledge of telecom ecosystems

Outils

Zendesk

Salesforce

Intercom

Tableau

PowerBI

Looker

Description du poste

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.

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

• 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: 📧 [e-mail]