Go Echoes

Customer Support

• Define and execute a scalable global Customer Care strategy.
• Influence business decisions as the voice of the customer at the executive level.
• Build, structure, and lead an internal and external Customer Care team.
• Design support flows and lead tech support functions around eSIMs.
• Deploy and optimize helpdesk & CRM tools (Zendesk, Salesforce, Intercom).
• Monitor and improve KPIs: NPS, first response, resolution time, CSAT.
• Collaborate with Product, QA, and Engineering teams to resolve user pain points.
• Align customer care objectives with broader business goals including revenue growth.

Customer Care Director – Telecom Sector