Head of Customer Care Telecom Sector (Hybrid)
Head of Customer Care Telecom Sector (Hybrid)
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Job Description
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 cares 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.
Recruitment managed by Herrera Headhunters. To apply confidentially or request more details please reach out to:
Employment Type
Full Time
