Head of Customer Care - Telecom Sector - Remote

Overview

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

In Short

• Define and execute a scalable global Customer Care strategy.
• Influence business decisions by being the voice of the customer at the executive level.
• Cultivate a customer-obsessed culture across the organization.
• Build and lead a Customer Care team, both internal and outsourced.
• Deploy and optimize helpdesk and CRM tools (e.g., Zendesk, Salesforce).
• Monitor and improve key performance indicators (KPIs) like NPS and CSAT.
• Collaborate with Product, QA, and Engineering teams to resolve user pain points.
• Align customer care objectives with broader business goals.
• Fluent in English and French, with a strong command of support tech stack.
• 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.
• Fluent in English and French; other languages a plus.
• Excellent command of support tech stack (Zendesk, CRM, dashboards).
• Strong understanding of business KPIs: CAC, LTV, churn, NPS.

Benefits

• Direct 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 company on a mission to redefine mobile experience.