Customer Care Director - Telecom Sector - Remote

Overview

The Customer Care Director will be responsible for leading a global Customer Support function, focusing on transforming customer service into a revenue enabler and ensuring customer excellence.

In Short

• Lead and structure a world-class Customer Support organization.
• Define and execute a scalable global Customer Care strategy.
• Build and lead an internal and external Customer Care team.
• Deploy and optimize helpdesk and CRM tools.
• Monitor and improve customer satisfaction KPIs.
• Collaborate with Product, QA, and Engineering teams.
• Align customer care objectives with business goals.
• Manage multi-country support operations.
• Fluent in English and French; other languages a plus.
• Executive-level role with direct impact on global customer experience.

Requirements

• 5+ years in Customer Service leadership within tech, telecom, or SaaS.
• Hands-on knowledge of telecom systems and troubleshooting.
• Proven track record managing multi-country support operations.
• Excellent command of support tech stack (Zendesk, CRM).
• Strong understanding of business KPIs: CAC, LTV, churn, NPS.

Benefits

• Impact on global customer experience.
• Cross-functional scope with exposure to top-level leadership.
• Opportunity to build and scale a customer-centric organization.
• Join a mission-driven company redefining mobile experiences.