Customer Care Director - Hybrid

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. VOS MISSIONS 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. VOS COMPÉTENCES 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. AVANTAGES Why Join : ● 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 [n.tajouri@herreraheadhunters.com]