The University of British Columbia (UBC) is seeking a Head of Customer Care to own the global Customer Support function for its telecom sector. You will be a key driver in transforming customer service into a revenue enabler, reporting directly to the Deputy CEO. This cross-functional leadership role works across Product, Tech, Ops, and Sales to ensure customer excellence at scale.
What You'll Do
- Define and execute a scalable global Customer Care strategy.
- Influence business decisions by being the voice of the customer at the executive level.
- Cultivate a customer-obsessed culture across the organization.
- Build, structure, and lead an internal and external Customer Care team (in-house and outsourced).
- Design support flows: Tier 1 to Tier 3, SLAs, escalation models, and knowledge base.
- Lead tech support functions around eSIMs, activation flows, and device compatibility.
- Deploy and optimize helpdesk and CRM tools like Zendesk, Salesforce, and Intercom.
- Monitor and improve KPIs: NPS, first response time, resolution time, CSAT, and agent productivity.
- Create real-time dashboards and share insights with leadership.
- Collaborate with Product, QA, and Engineering teams to resolve user pain points.
- Translate user feedback into product improvements and process automations.
- Serve as the internal subject-matter expert for telecom troubleshooting.
- Align customer care objectives with broader business goals including revenue growth, upsell potential, user engagement, and EBITDA contribution.
- Work with Finance and Strategy to model customer care’s impact on retention and lifetime value.
- Build business cases for automation, self-service, or outsourcing initiatives.
What We're Looking For
- 5+ years in Customer Service leadership within tech, telecom, or SaaS.
- Hands-on knowledge of telecom systems and device or network troubleshooting.
- Proven track record managing multi-country support operations.
- Fluent in English and French (mandatory).
- Excellent command of support tech stack, including Zendesk and CRM tools.
- Strong understanding of business KPIs: CAC, LTV, churn, and NPS.
Nice to Have
- Background in a high-growth, scale-up environment.
- Experience managing remote teams across Europe and/or North America.
- Comfort working in data-driven and KPI-centric cultures.
Technical Stack
- Zendesk
- Salesforce
- Intercom
Team & Environment
This is a cross-functional leadership role reporting to the Deputy CEO.
Benefits & Compensation
- Executive-level role with direct impact on global customer experience.
- Cross-functional scope with daily exposure to top-level leadership.
- A chance to build and scale a customer-centric organization from the ground up.
- Join a company on a mission to redefine the mobile experience across borders.
Work Mode
This is a hybrid position.
The University of British Columbia is an equal opportunity employer.
