This is a newly created position, reporting directly to the Deputy CEO.
You’ll lead both B2B and B2C support operations, currently managed by an international team (internal and outsourced across France, Estonia).
Your goal: build a best-in-class support organization that drives satisfaction, retention, and brand trust.

What You’ll Do

1. Define and Drive the Customer Care Strategy

• Shape and execute a global Customer Care roadmap aligned with Onoff’s business goals (churn reduction, NPS growth, operational scalability).

• Champion a customer-first mindset across all teams.

• Align closely with Sales, Product, Tech QA, and Marketing to ensure frictionless customer journeys.

2. Lead and Scale the Team

• Structure and manage a multi-site team (≈ 15 people total, mix of internal and outsourced support).

• Implement tiered support levels (Tier 1–3), clear SLAs, and escalation processes.

• Build a strong middle-management layer to sustain growth and team engagement.

3. Deliver Measurable Impact

At 6 months: assess and redesign workflows, launch automation/self-service tools, and improve first-response and resolution times.
At 12 months: achieve measurable NPS improvement and reduce churn through proactive support and cross-functional collaboration.

4. 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 Care’s impact on LTV and retention.

5. Bridge Tech and Customer Reality

• Be the internal expert on telecom-related support (eSIMs, number portability, connectivity, devices).

• Collaborate with QA and Product teams to turn user feedback into product improvements.

• 7+ years of leadership in Customer Care or Support, ideally in SaaS or digital services.

• Fluent in English and French.

• Experienced managing distributed teams and partners.

• Strong grasp of metrics: 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.