Head of Customer Care

<h4><strong>🏠 What We Do</strong></h4><p>Founded in 2021 with the ambition to make cities cleaner and quieter, Electra is accelerating the shift to electric mobility by tackling the main barrier: charging. We are building and operating a network of fast-charging stations (20 minutes on average) with a seamless and intuitive user experience.</p><p>Based in Paris, Lyon, Bordeaux, Nantes, Brussels, Madrid, Zurich, Vienna, Munich, Milan and Amsterdam, our teams aim to deploy 15,000 fast-charging points by 2030, contributing to Europe's energy transition.</p><h5><strong>In just 5 years, we have:</strong></h5><ul><li><p>Deployed +690 stations and 2,000+ fast-charging points</p></li><li><p>Opened offices in several European countries</p></li><li><p>Raised over €1B from leading investors and institutions</p></li><li><p>Joined French Tech Next40 and won European Scale-up of the Year 2024</p></li><li><p>Grown to a team of 250+ talented people… and we're just getting started!</p></li></ul><h4>💼 Your Mission</h4><p>The Head of Customer Care is a leadership role reporting directly to the VP Operations. This position owns the <strong>end-to-end customer care delivery</strong>: day-to-day service excellence, team and BPO management, quality standards, and cross-functional influence. The Head of Customer Care is expected to bring a <strong>sharp AI vision, strong data orientation, and a genuine appetite for operational innovation</strong>, working hand in hand with internal teams to continuously raise the bar.</p><p>We're looking for someone who brings both operational discipline and a genuine appetite for transformation. You'll know how to run a tight operation today while pushing hard on what tomorrow should look like.</p><h4><strong>🦸‍♀️🦸‍♂️ Your Responsibilities</strong></h4><h5><strong>1. Customer Care Leadership</strong></h5><ul><li><p>Own end-to-end service delivery across all channels (phone, email, app..)</p></li><li><p>Define and enforce quality standards, SLAs, and escalation processes</p></li><li><p>Lead the BPO relationship strategically: governance, performance management, contract optimization, and continuous improvement</p></li><li><p>Manage and develop the internal Customer Care team</p></li></ul><h5><strong>2. AI, Data &amp; Performance</strong></h5><ul><li><p>Be the primary champion of AI within the care function: bring a clear, concrete vision of where AI can genuinely move the needle, and make the case for it with rigor</p></li><li><p>Proactively identify high-impact use cases (automated resolution, smart routing, agent assist, predictive issue detection), push for their prioritization, and drive adoption within your team</p></li><li><p>Stay ahead of what's happening in AI-powered customer service and bring relevant ideas to the table before you're asked</p></li><li><p>Work closely with internal teams (data, analytics, and cross-functional partners) to co-define requirements, contribute to pilots, and ensure successful deployment at scale</p></li><li><p>Own the performance framework: define, track, and report on core metrics including resolution rate, cost per contact, CSAT, first-contact resolution, and deflection rate</p></li><li><p>Build a genuine culture of data literacy in your team; use data to diagnose problems, prioritize actions, and demonstrate impact, not just to report what happened</p></li></ul><h5><strong>3. Cross-Functional Leadership &amp; Transformation</strong></h5><ul><li><p>Be the voice of customer care in strategic conversations with Product, Country GMs, and senior leadership; build trusted relationships that unlock structural improvements, not just reactive fixes</p></li><li><p>Actively contribute to cross-functional initiatives aimed at improving the driver experience end-to-end</p></li><li><p>Surface operational pain points, bring field expertise to transformation efforts, and ensure solutions land properly within your team</p></li><li><p>Be a key contributor to the core objective: decoupling contact volume growth from headcount and cost growth</p></li></ul><h5><strong>4. Business &amp; Cost Ownership</strong></h5><ul><li><p>Own the customer care budget: staffing, BPO costs, tooling, and transformation investments</p></li><li><p>Track and report on the financial performance of the function; maintain a clear cost/quality/efficiency balance at all times</p></li><li><p>Anticipate cost pressures linked to network growth and come with mitigation plans, not just the problem</p></li><li><p>Hold yourself accountable for financial outcomes, not just service metrics</p></li></ul><h4><strong>😎 Your Profile</strong></h4><h5><strong>Experience</strong></h5><ul><li><p>5-7 years in customer operations or customer care, with at least 3 years in a leadership role</p></li><li><p>Proven track record managing BPO or outsourced service delivery at scale</p></li><li><p>Experience in a high-growth or scale-up environment is a strong plus</p></li><li><p>Hands-on exposure to AI or automation tools in a customer service context is a strong plus</p></li></ul><h5><strong>Skills &amp; Competencies</strong></h5><ul><li><p>Strategic thinker who can translate vision into execution, without losing sight of the details that matter</p></li><li><p>Genuinely data-driven: you use data to make decisions, not just to report what happened</p></li><li><p>Clear and informed perspective on AI in customer operations; you can make a concrete case, not just a theoretical one</p></li><li><p>Strong business acumen: comfortable with budgets, cost/benefit logic, and holding yourself accountable to financial outcomes</p></li><li><p>Proactive, high-ownership communicator</p></li><li><p>Fluent in French and English; other European languages are a plus</p></li></ul><h5><strong>Mindset</strong></h5><ul><li><p>You don't wait to be asked. You spot what needs to happen, and you make it happen.</p></li><li><p>You see AI as a real lever to transform operations, and you know how to make the case for it concretely.</p></li><li><p>You're as comfortable in a spreadsheet or a dashboard as you are in a leadership meeting.</p></li><li><p>You hold yourself accountable for outcomes, not just activities.</p></li><li><p>You build for scale, not just for today.</p></li></ul><h4><strong>⚡️ What Electra Offers You</strong></h4><ul><li><p>A key role in a massive international rollout of Europe's largest fast-charging network</p></li><li><p>Opportunities to grow across engineering, operations, and strategy</p></li><li><p>A collaborative and mission-driven environment</p></li><li><p>Real impact on the energy transition and the future of mobility</p></li><li><p>An attractive compensation package with fixed and variable components (evaluated and paid quarterly)</p></li><li><p>Brand-new offices in the 2nd arrondissement of Lyon</p></li><li><p>2 days of remote work per week</p></li><li><p>Alan health insurance (50% covered by Electra)</p></li><li><p>Meal vouchers via Swile card (€10/day, 50% covered by Electra)</p></li><li><p>25 paid vacation days + 12 RTT (reduction of working time) days</p></li><li><p>SYNTEC collective agreement (including vacation bonus, additional leave for special occasions, etc.)</p></li><li><p>A quarterly company-wide event with the entire Electra team</p></li><li><p>Sustainable Mobility Package</p></li><li><p>Access to the company benefits platform (CSE) with numerous perks (culture, sports, etc.)</p></li><li><p>Access to a platform dedicated to mental health, supporting your well-being at work and beyond, including up to 4 sessions per year with certified practitioners, covered by Electra</p></li></ul><p></p><p>Even if your profile doesn't match 100% of every criterion, we encourage you to apply. At Electra, we strive to create an environment where everyone feels comfortable, safe, and free to be themselves.</p><p>We are committed to equal opportunities and do not tolerate any discrimination based on religion, cultural background, nationality, gender, sexual orientation, age, or disability.</p><p>💚 We value potential, motivation, and a learning mindset just as much as experience. 🚀</p><h4>🗓️ <strong>Recruitment Process</strong></h4><ol><li><p>TA Interview - <a target="_blank" href="https://www.linkedin.com/in/rapha%C3%ABlchiche/"><strong>Raphaël</strong></a></p></li><li><p>Hiring Manager interview - <a target="_blank" href="https://www.linkedin.com/in/sophie-ladousse/"><strong>Sophie</strong></a></p></li><li><p>Use Case - <a target="_blank" href="https://www.linkedin.com/in/sophie-ladousse/"><strong>Sophie</strong></a></p></li><li><p>Team fit - <a target="_blank" href="https://www.linkedin.com/in/julien-belliato-3a35391b/"><strong>Julien</strong></a></p></li></ol>