Customer Service Representative at Westfield Veterinary Group providing client - oriented support. Assisting with patient check - ins, communication, and ensuring a professional work environment.
About the role
- Customer Care Director leading global customer support strategies for a European tech/Telecom scale-up. Focused on customer satisfaction, retention, and revenue impact.
Responsibilities
- Define and drive the customer service strategy.
- Structure and manage a multi-site team (approximately 15 people total, a mix of in-house and outsourced support).
- Design and evaluate workflows, launch automation and self-service tools, and improve response and resolution times.
- Deploy or optimize platforms such as Zendesk, Salesforce, and Intercom.
- Act as the internal expert on telecom support.
Requirements
- 7+ years of experience in customer care or customer support, ideally in SaaS or digital services.
- Fluent in English and French.
- Experience managing distributed teams and external partners.
- Strong understanding of metrics: churn, NPS, LTV, CAC, EBITDA.
- Analytical, structured, and empathetic — a builder-leader capable of scaling systems and people simultaneously.
- (Bonus) Knowledge of telecom or mobile ecosystems.
Benefits
- Strategic influence: You will hold one of the company's most customer-facing roles and directly impact retention and growth.
- Innovation: Work at the intersection of telecommunications and SaaS in a scale-up that combines deep technology with consumer reach.
- Autonomy: Collaborate closely with the Deputy CEO, with the freedom to shape your organization.
- Growth: As the company expands across Europe, your impact will grow with it.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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