Commercial Automobile à France

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.

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.

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.

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.

• 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