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Head of Customer Care - Remote

Posted 2 days ago
Customer Service
Full Time
France

Overview

The Head of Customer Care will lead a world-class support organization in a European tech/Telecom scale-up, focusing on customer satisfaction, retention, and revenue generation.

In Short

  • Own the global Customer Support function.
  • Define and execute a scalable global Customer Care strategy.
  • Build and lead an internal and external Customer Care team.
  • Deploy and optimize helpdesk & CRM tools.
  • Monitor and improve KPIs for customer service.
  • Collaborate with Product and Engineering teams to resolve user pain points.
  • Align customer care objectives with business goals.
  • Fluent in English and French, with other languages a plus.
  • 5+ years in Customer Service leadership within tech or telecom.
  • Experience managing remote teams across Europe.

Requirements

  • 5+ years in Customer Service leadership within tech, telecom, or SaaS.
  • Hands-on knowledge of telecom systems and device/network troubleshooting.
  • Proven track record managing multi-country support operations.
  • Fluent in English and French (mandatory); other languages a plus.
  • Excellent command of support tech stack (Zendesk, CRM, dashboards).
  • Strong understanding of business KPIs: CAC, LTV, churn, NPS.

Benefits

  • Executive-level role with direct impact on global customer experience.
  • Cross-functional scope with daily exposure to top-level leadership.
  • A chance to build and scale a customer-centric organization from the ground up.
  • Join a company on a mission to redefine the mobile experience across borders.
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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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