Head of Customer Care - Telecom Sector (Hybrid)

Go Echoes; Paris; Sur place; Confidentiel; Plein temps

Résumé du poste

A European tech company is seeking a Customer Care Director to lead their global support function. This executive role will focus on transforming customer service into a revenue enhancer and involves strategic leadership across departments. Candidates must have 5+ years in customer service leadership, be bilingual in English and French, and possess strong telecom systems knowledge. This position offers the opportunity to influence customer satisfaction significantly.

Prestations

Direct impact on customer experience

Cross-functional collaboration

Opportunity to build a customer-centric organization

Qualifications

• 5+ years in Customer Service leadership within tech or telecom.
• Hands-on knowledge of telecom systems and troubleshooting.
• Proven track record managing multi-country support operations.
• Fluent in English and French; other languages are a plus.
• Excellent command of support tech stack.

Responsabilités

• Define and execute a global Customer Care strategy.
• Build and lead a Customer Care team.
• Enhance customer support tools and analytics.
• Collaborate with Product and Engineering teams.

Connaissances

Customer Service leadership

Telecom systems knowledge

Multi-country support experience

English fluency

French fluency

Support tech stack command

Understanding of business KPIs

Outils

Zendesk

CRM tools

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.

Tasks

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 tech support functions around eSIMs, activation flows, and device compatibility.

Tools & Analytics

• Deploy and optimize helpdesk & CRM tools (Zendesk, Salesforce, Intercom, etc.).
• Monitor and improve KPIs: NPS, first response, 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-Have

• 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

Why This Role?

• 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.

Please note that recruitment is managed by Herrera Headhunters. For application or more details, contact [e-mail]