Sachbearbeiter im Kundenservice für EWR Netz GmbH in Alzey. Verantwortlich für Kundenanfragen, Netzanschlussanmeldungen und Wissensdatenbankpflege im Bereich Baustrom.
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
Mitarbeiter Kundenservice betreut Kunden im Fachgeschäft mit Empathie und Serviceorientierung. Verantwortlich für Koordination, Verkauf und administrative Aufgaben.
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