Head of Customer Care

🏠 What We Do 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. 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. In just 5 years, we have: Deployed +690 stations and 2,000+ fast-charging points Opened offices in several European countries Raised over €1B from leading investors and institutions Joined French Tech Next40 and won European Scale-up of the Year 2024 Grown to a team of 250+ talented people… and we’re just getting started! 💼 Your Mission The Head of Customer Care is a leadership role reporting directly to the VP Operations. This position owns the end-to-end customer care delivery : 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 sharp AI vision, strong data orientation, and a genuine appetite for operational innovation , working hand in hand with internal teams to continuously raise the bar. 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. 🦸‍♀️🦸‍♂️ Your Responsibilities 1. Customer Care Leadership Own end-to-end service delivery across all channels (phone, email, app..) Define and enforce quality standards, SLAs, and escalation processes Lead the BPO relationship strategically: governance, performance management, contract optimization, and continuous improvement Manage and develop the internal Customer Care team 2. AI, Data & Performance 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 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 Stay ahead of what's happening in AI-powered customer service and bring relevant ideas to the table before you're asked Work closely with internal teams (data, analytics, and cross-functional partners) to co-define requirements, contribute to pilots, and ensure successful deployment at scale Own the performance framework: define, track, and report on core metrics including resolution rate, cost per contact, CSAT, first-contact resolution, and deflection rate 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 3. Cross-Functional Leadership & Transformation 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 Actively contribute to cross-functional initiatives aimed at improving the driver experience end-to-end Surface operational pain points, bring field expertise to transformation efforts, and ensure solutions land properly within your team Be a key contributor to the core objective: decoupling contact volume growth from headcount and cost growth 4. Business & Cost Ownership Own the customer care budget: staffing, BPO costs, tooling, and transformation investments Track and report on the financial performance of the function; maintain a clear cost/quality/efficiency balance at all times Anticipate cost pressures linked to network growth and come with mitigation plans, not just the problem Hold yourself accountable for financial outcomes, not just service metrics 😎 Your Profile Experience 5-7 years in customer ope...