Customer Care Director - Hybrid

Herrera Headhunters.; Paris; Sur place; EUR 70 000 - 90 000; Plein temps

Résumé du poste

A leading European tech scale-up in Paris is seeking a Customer Care Director to define and drive the customer care strategy. You will manage a distributed team and focus on improving customer satisfaction metrics. The ideal candidate has over 7 years in customer support leadership and is fluent in English and French. You will collaborate with cross-functional teams to enhance customer experiences and drive retention. This position offers autonomy and strategic influence in a growing company.

Prestations

Strategic influence

Innovation opportunities

Autonomy in role

Growth with the company

Qualifications

• 7+ years of leadership in Customer Care or Support.
• Experienced managing distributed teams.
• Strong analytical and structured mindset.

Responsabilités

• Define and drive the Customer Care strategy.
• Lead and scale a multi-site support team.
• Deliver measurable impact on customer satisfaction.

Connaissances

Leadership in Customer Care

Fluent in English

Fluent in French

Metrics analysis (churn, NPS, LTV)

Experience in Telecom or mobile 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.

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.

This is a newly created position, reporting directly to the Deputy CEO.

You’ll lead both B2B and B2C support operations, currently managed by an international team (internal and outsourced across France, Estonia, and Madagascar).

Vos missions

What You’ll Do :

• Define and Drive the Customer Care Strategy
  • Shape and execute a global Customer Care roadmap aligned with Onoff’s 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.
• 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.
• 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.
• 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.
• 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 : 📧 [e-mail]