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 operations or customer care, with at least 3 years in a leadership role

• Proven track record managing BPO or outsourced service delivery at scale

• Experience in a high-growth or scale-up environment is a strong plus

• Hands-on exposure to AI or automation tools in a customer service context is a strong plus

Skills & Competencies

• Strategic thinker who can translate vision into execution, without losing sight of the details that matter

• Genuinely data-driven: you use data to make decisions, not just to report what happened

• Clear and informed perspective on AI in customer operations; you can make a concrete case, not just a theoretical one

• Strong business acumen: comfortable with budgets, cost/benefit logic, and holding yourself accountable to financial outcomes

• Proactive, high-ownership communicator

• Fluent in French and English; other European languages are a plus

Mindset

• You don't wait to be asked. You spot what needs to happen, and you make it happen.

• You see AI as a real lever to transform operations, and you know how to make the case for it concretely.

• You're as comfortable in a spreadsheet or a dashboard as you are in a leadership meeting.

• You hold yourself accountable for outcomes, not just activities.

• You build for scale, not just for today.

What Electra Offers You

• A key role in a massive international rollout of Europe’s largest fast-charging network

• Opportunities to grow across engineering, operations, and strategy

• A collaborative and mission-driven environment

• Real impact on the energy transition and the future of mobility

• An attractive compensation package with fixed and variable components (evaluated and paid quarterly)

• Brand-new offices in the 2nd arrondissement of Lyon

• 2 days of remote work per week

• Alan health insurance (50% covered by Electra)

• Meal vouchers via Swile card (10/day, 50% covered by Electra)

• 25 paid vacation days + 12 RTT (reduction of working time) days

• SYNTEC collective agreement (including vacation bonus, additional leave for special occasions, etc.)

• A quarterly company-wide event with the entire Electra team

• Sustainable Mobility Package

• Access to the company benefits platform (CSE) with numerous perks (culture, sports, etc.)

• 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

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.

We are committed to equal opportunities and do not tolerate any discrimination based on religion, cultural background, nationality, gender, sexual orientation, age, or disability.

We value potential, motivation, and a learning mindset just as much as experience.

Recruitment Process

1. TA Interview - Raphaël

2. Hiring Manager interview - Sophie

3. Use Case - Sophie

4. Team fit - Julien