Director of Customer Care

Company:

is an ecosystem of 60+ successful brands working together across 22 European countries to provide its 3.5 million SMB customers with everything they need to succeed online by offering best-in-class expertise and services.

's brands are a mix of traditional hosting businesses that offer services from domain names, email, shared hosting, e-commerce, and server hosting solutions and, as specialist SaaS providers, adjacent products such as compliance, marketing tools, and team collaboration products. This broad product offering makes it a one-stop partner for online businesses and entrepreneurs across Europe.

Role Overview:

We're hiring a dynamic Director of Customer Care to lead our combined support and telesales teams across two established hosting brands, Natro & Turhost. This role is critical in driving integration, process scalability, and commercial effectiveness under our "Two Brands – One Company – One Team" vision. Aligning two distinct teams into a single high-performing, sales-aware organization is key.

You'll own the end-to-end customer-facing support operations — from systems and tools to team performance, training, and revenue contribution. For the function's sustainability, you will improve documentation and knowledge flow, and ensure that support and telesales actively drive growth, retention, and upsell. You'll also take an active role in group projects regarding the use of AI technologies and automation for the transformation of the country's customer operations.

Key Responsibilities:

1- Team & Operational Integration

Align two different support and telesales teams across different locations, brands, and tooling into a single, high-performing operation with shared values, goals, and KPI metrics while respecting brand-specific nuances.

Design and execute a restructuring to optimize team roles, workflows, and KPIs across both brands, and improve cross-brand effectiveness.

Lead change management to ensure smooth cultural and operational unification.

Act as the primary liaison between local customer operations and the larger European group.

2- Sales Enablement & Commercial Focus

Establish sales culture and accountability across all support channels (cross-sell, upsell, retention, win-back)

Take full ownership of the telesales function and trademark registration sales operations (inbound & outbound), including team structure, performance management, daily operations, and strategic direction and arming the teams with relevant talents/ tools to succeed.

Collaborate closely with commercial & marketing to align on campaigns, scripts, and improved customer journeys for sales.

Ensure telesales and support operations remain compliant with local regulations, data privacy standards, and internal governance policies.

3- Systems, Tools & Process Ownership

Own documentation of key customer-related processes, product/service details, ensuring transparency and reducing key-person dependency.

Oversee harmonization or integration of tooling across both brands (ticketing, CRM, and call systems) across brands where appropriate/necessary

Take an active role in group-led AI transformation projects, identify and implement AI and automation tools (chatbots, ticket routing, internal knowledge bases) to scale support.

4- Training & Talent Development

Foster a high-performance, learning-driven culture across the organization.

Build a structured training and onboarding framework to grow tech-savvy support and sales agents internally.

Build a sustainable leadership pipeline through succession planning, mentoring, and career development initiatives for team leads and high-potential individuals.

Develop a leadership pipeline and succession plan to support the long-term scalability and sustainability of the team structure.

Candidate Profile:

Proven leadership (min +8 yrs in lead roles) in customer support/operations, sales support, or telesales management roles (ideally in SaaS, telecom, or hosting).

Experience leading operational change across multi-brand or multi-system environments ( remote / hybrid)

Experience in support-to-sales transformation or managing sales-oriented support teams.

Deep understanding of customer tooling (ticketing systems, CRM, call platforms) and how to unify or optimize them.

Strong analytical and operational process improvement mindset with cross-functional collaboration skills.

Track record of improving support KPIs and customer satisfaction.

Commercial mindset with experience driving sales through service (upselling, renewals, retention).

Ability to work across tech, product, commercial and other business functions.

Experience mentoring team leads and developing future leaders.

Personal Traits

Fluency in English

Strategic thinker who can execute.

High emotional intelligence with strong stakeholder management.

Not afraid to challenge the status quo and bring a transformational mindset.

Data-driven, but also understands the human side of support.

"Come as you are"

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

Right to work

At any stage, please be prepared to provide proof of eligibility to work in the European country you are applying for. Unfortunately, we are unable to support Sponsorship Visas.

ESG

"At , our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here."

Bölümü

Müşteri Operasyonları

Konumlar

Istanbul-Turkey

Uzaktan çalışma durumu

Hibrid

İstihdam türü

Tam zamanlı

Seniority

Director

Linkedin Company Page