Customer Support and Customer Success Manager facilitating onboarding and support for craft businesses in Germany. Collaborating with clients to enhance digital project management using Craftnote.
About the role
- Customer Care Director leading support organization for a European tech/Telecom scale-up. Responsible for customer satisfaction, retention, and transforming support into a revenue enabler.
Responsibilities
- Define and Drive the Customer Care Strategy
- Lead and Scale the Team
- Deliver Measurable Impact
- Leverage Tools and Data
- Bridge Tech and Customer Reality
Requirements
- 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.
Benefits
- Strategic influence: You’ll own one of the company’s most customer-facing functions and directly impact retention and growth.
- Innovation: Operate at the crossroads of telecom and SaaS, in a scale-up combining deep tech and consumer reach.
- Autonomy: Work closely with the Deputy CEO, with freedom to shape your organization.
- Growth: As the company expands across Europe, your impact will scale with it.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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