VP Customer Care

I lead and structure 24/7 multichannel Customer Care operations across all customer segments, from SMBs to enterprise accounts. My responsibilities include workforce planning, performance management, quality assurance, escalation management, support strategy, budgeting, hiring, talent development, and organizational growth.

I drive KPI performance across SLA, IRT, backlog, quality, and CSAT. I redesigned service levels for enterprise customers, optimized follow-the-sun operations, managed major incidents and crises, implemented a quality management system supporting ISO 27001 certification, and led major tooling migrations from Salesforce to Deskpro and from Ziwo to Aircall to Diabolocom.

I oversee approximately 10,000 written contacts and 3,000 phone interactions per month, leading about 60 employees and 6 managers across 6 teams. I achieved 92% of initial responses within 15 minutes, maintained CSAT above 4.35 in 2025, and increased monthly support-generated revenue from €255K to €356K.

I standardized operational excellence practices across support teams to enable scalable growth. I developed governance frameworks, management routines, and performance practices for customer support operations.

I focused on aligning processes, quality expectations, operational reporting, and cross-functional coordination. This work established stronger foundations for consistent customer experience and support performance.

I managed recruitment, incentive programs, attendance management, objective setting, and coaching for customer support teams. I conducted qualitative and quantitative analysis of support interactions and delivered operational reporting.

I also served as a product and technical subject matter expert for dedicated hosting, shared hosting, cloud services, network infrastructure, and DDoS protection solutions. I supported teams in resolving customer issues and improving technical support quality.

I managed a support team within the Iliad group, providing leadership, coaching, performance follow-up, and operational oversight. I supported the delivery of consistent customer service and team performance.

I contributed to employee development, prioritization of customer issues, escalation handling, and the continuous improvement of support operations.

I provided Level 2 business support and technical expertise for customer issues. I handled complex cases, contributed to escalations, and supported service delivery in a high-volume support environment.

This role developed my expertise in customer support operations, technical troubleshooting, business customer needs, and operational problem solving.