Customer Care Director Telecom Sector (Hybrid)

Go Echoes; Paris; Sur place; EUR 80 000 - 100 000; Plein temps

Résumé du poste

A leading telecommunications firm in Paris is seeking a Customer Support Leader to transform customer service into a revenue driver. This executive role will define and execute strategies, lead cross-functional teams, and align customer care objectives with business goals. The ideal candidate will have 5+ years in customer service leadership within tech or telecom and fluency in both English and French. This position offers significant impact on global customer experience and opportunities to shape a customer-centric organization.

Prestations

Direct impact on global customer experience

Cross-functional collaboration

Opportunity to redefine the mobile experience

Qualifications

• 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.

Responsabilités

• Define and execute a scalable global Customer Care strategy.
• Cultivate a customer-obsessed culture across the organization.
• Build structure and lead an internal and external Customer Care team.

Connaissances

Customer Service leadership

Telecom systems knowledge

Fluent in English and French

Understanding of business KPIs

Support tech stack expertise

Outils

Zendesk

Salesforce

CRM dashboards

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 and 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 technical support functions around eSIM activation flows and device compatibility

Tools & Analytics

• Deploy and optimise help‑desk & CRM tools (Zendesk, Salesforce, Intercom, etc.)
• Monitor and improve KPIs: NPS, first‑response time, 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

Requirements

Must‑Hold

• 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

Benefits

• 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