Remote Otter LogoRemoteOtter

Head of Customer Care (Telecom Sector) - Hybrid - Remote

Posted Yesterday
Customer Service
Full Time
France

Overview

The Head of Customer Care will lead a global support function, transforming customer service into a revenue enabler within a European tech/Telecom scale-up.

In Short

  • Define and execute a global Customer Care strategy.
  • Influence business decisions with customer insights.
  • Cultivate a customer-obsessed culture.
  • Build and lead a Customer Care team.
  • Design support flows and escalation models.
  • Deploy and optimize helpdesk and CRM tools.
  • Monitor KPIs and improve customer satisfaction metrics.
  • Collaborate with Product and Engineering teams.
  • Align customer care objectives with business goals.
  • Build business cases for automation and self-service initiatives.

Requirements

  • 5+ years in Customer Service leadership within tech, telecom, or SaaS.
  • Hands-on knowledge of telecom systems.
  • Proven track record in multi-country support operations.
  • Fluent in English and French.
  • Excellent command of support tech stack.
  • Strong understanding of business KPIs.

Benefits

  • Executive-level role with impact on global customer experience.
  • Cross-functional scope with exposure to leadership.
  • Opportunity to build a customer-centric organization.
  • Join a mission-driven company redefining mobile experience.
Herrera Headhunters logo

Herrera Headhunters

Herrera Headhunters is a dynamic recruitment services firm dedicated to connecting businesses with top talent. The company emphasizes a proactive and results-driven approach, empowering its sales executives to take full ownership of the sales process. With a focus on building long-term client relationships and understanding unique recruitment needs, Herrera Headhunters fosters an environment that encourages autonomy, initiative, and collaboration. The firm values strong communication and negotiation skills, aiming to consistently meet and exceed sales targets while providing tailored recruitment solutions to its clients.

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