Head of Customer Care (Telecom sector) - Hybrid

Herrera Headhunters

  • Montreuil, Seine-St-Denis
  • CDI
  • Temps-plein
  • Il y a 3 jours
About the CompanyOur 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.MissionYou 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.Vos missionsKey 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
Vos compétencesMust-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.
AvantagesWhy 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:
📧Herrera Headhunters.

Herrera Headhunters