Head of Customer Care

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: (Not specified)

Fluentbe is a rapidly growing technology startup (FT1000) offering language solutions for B2B clients in Poland, Czech Republic, Slovakia, Hungary, and Spain. We manage over 40,000 teaching hours monthly and operate globally. The Customer Care team is vital in shaping the experience for our students and tutors. We are looking for an individual to lead the entire customer service area, encompassing both strategic and operational responsibilities.

Responsibilities

• Develop, implement, and manage a customer success strategy aligned with Fluentbe’s business objectives.
• Lead and develop the Customer Care team, focusing on product adoption, value delivery, retention, growth, and customer loyalty.
• Recruit and develop team members, implementing processes and best practices to enhance team performance.
• Create a development program for Customer Care Managers, emphasizing the building of competencies for high customer retention.
• Design global-level retention programs, considering the engagement of key decision-makers on the client side.
• Monitor the effectiveness of Customer Care activities through key performance indicators (KPIs) such as customer retention, expansion, product adoption, value realization, and Net Promoter Score (NPS). Develop strategies to optimize these KPIs.
• Analyze customer feedback, data, and insights to identify behavioral patterns and implement actions to improve the customer experience.
• Collaborate with sales, product, marketing, and operations teams to develop retention and growth strategies and ensure an exceptional customer experience.
• Proactively identify and resolve customer issues, escalating critical issues when necessary.
• Prepare reports for the leadership team and stakeholders on KPIs.

Requirements

• Minimum of 3 years of experience managing a Customer Care team or in a related field, preferably within a B2B/SaaS environment.
• Proven experience in scaling teams and Customer Success strategies in rapidly growing organizations.
• Demonstrated success in creating and implementing effective strategies and Customer Success programs, as well as in developing and scaling teams in this domain.
• Sales skills and experience in setting renewal and upsell targets, building pipelines, and forecasting.
• Experience in areas such as: discovery (identifying customer needs), customer segmentation, and value realization.
• Strong analytical skills and a data-driven approach for demonstrating value to customers and making strategic company decisions.
• Excellent business acumen, strategic thinking, and problem-solving skills, enabling sound assessment of complex business situations and thoughtful decision-making.

Company Information

Fluentbe is a fast-growing technology startup (FT1000) providing language solutions for B2B clients across Poland, Czech Republic, Slovakia, Hungary, and Spain. We facilitate over 40,000 teaching hours per month and operate on a global scale. Our Customer Care team plays a pivotal role in creating positive experiences for both our students and tutors.