Overview
Join to apply for the Customer Care Director - Hybrid role at Herrera Headhunters. 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 that is agile, seamless, and customer‑centric.
Mission
You will own the global Customer Support function and be a key driver in transforming customer service into a revenue enabler. This cross‑functional leadership role reports to the Deputy CEO and works across Product, Tech, Ops, and Sales to ensure customer excellence at scale.
Responsibilities

Define and drive the global Customer Care strategy, shape and execute a roadmap aligned with business goals and champion a customer‑first mindset across all teams.
Lead and scale a multi‑site team (≈ 15 people total, mix of internal and outsourced support), implement tiered support levels, SLAs and escalation processes and build a strong middle‑management layer to sustain growth.
Deliver measurable impact: assess and redesign workflows, launch automation/self‑service tools, improve first‑response and resolution times by 6 months; achieve measurable NPS improvement and reduce churn by 12 months.
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 impact on LTV and retention.
Bridge tech and customer reality: be the internal expert on telecom‑related support (eSIMs, number portability, connectivity, devices) and collaborate with QA and Product teams to turn user feedback into product improvements.

Qualifications

7+ years of leadership in Customer Care or Support, ideally in SaaS or digital services.
Fluent in English and French.
Experience managing distributed teams and partners.
Strong grasp of metrics such as 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.

Benefits

Strategic influence: own a customer‑facing function that directly impacts retention and growth.
Innovation: cross‑border at the intersection 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 the organization.
Growth: impact scales with company expansion across Europe.

Contact
Recruitment managed by Herrera Headhunters. To apply confidentially or request more details, please reach out to: