Head of Customer Care
Location: Rotterdam / Rostock
Position type: Full time
Reports to: Chief Customer Satisfaction Officer (CCSO)
Department: Consulting & Professional Services
Build the systems that keep ships moving.
At CFARER, we create software that helps crews and offices work in rhythm.
Our promise is simple: making maritime life easier.
The Global Head of Customer Care is responsible for leading all aspects of customer support operations for a global maritime SaaS platform.
This leader will oversee the delivery of exceptional customer experiences across time zones, ensuring that maritime operators, fleet managers, and logistics partners receive responsive, reliable, and high-quality support.
The role combines strategic leadership, operational excellence, and industry expertise— balancing the demands of a mission-critical, 24/7 SaaS environment with the complexities of maritime connectivity, regulations, and workflows
Strategic Leadership
Define and implement the global customer support strategy, aligned with the company’s mission to deliver operational excellence for the maritime industry.
Lead a distributed support organization across regions, ensuring 24/7 global coverage and consistent service standards.
Collaborate closely with Product, Engineering, and Customer Success/Consulting to align customer insights with product roadmaps and service enhancements.
Establish a support operating model that scales with company growth, balancing
automation, self-service, and human support.
Operational Exellence
Oversee the support infrastructure, including ticketing, live chat, and incident management systems.
Define and monitor KPIs and SLAs (response time, resolution time, CSAT, NPS, uptime).
Implement knowledge management and continuous improvement frameworks, ensuring internal teams and customers have access to accurate documentation and learning resources.
Partner with DevOps and Product teams to manage critical incidents, root cause analyses, and postmortem reviews.
Customer Engagement & Advocacy
Serve as the executive sponsor for key customers, ensuring issues are addressed swiftly and professionally.
Analyze feedback from shipping companies, fleet operators, and port stakeholders to identify systemic support gaps.
Lead proactive communication with customers about product updates, known issues, and maintenance windows.
Champion a customer-centric culture, fostering empathy, technical proficiency, and accountability across all support tiers.
Team Leadership & Development
Build, coach, and inspire a global team of support managers, specialists, and technical support engineers.
Develop regional leadership capabilities to ensure autonomy and accountability in each support hub.
Establish career progression frameworks, onboarding programs, and training paths for continuous skill enhancement.
Bachelor’s degree in Computer Science or a related field; advanced degree preferred.
10+ years of experience in customer support and operations leadership, with at least 5 years in a global or SaaS environment.
Deep understanding of maritime industry operations, including fleet management, vessel tracking, logistics systems, or regulatory compliance.
Proven ability to scale global support organizations and manage distributed teams.
Strong analytical and operational skills; adept at using data to inform decisions.
Experience with support automation, AI chatbots, and cloud-based monitoring tools.
Excellent communication and stakeholder management skills across cultures and functions.
Strategic thinker with a hands-on approach.
Empathy for maritime customers operating in challenging environments (connectivity issues, time-sensitive operations).
Experience in SaaS platforms involving IoT, data analytics, or operational intelligence.
Passion for driving digital transformation in a traditional industry.
Ability to thrive in a fast-paced, mission-critical, and evolving technology ecosystem.
PIs / Success Metrics
Global CSAT / NPS improvement
Mean Time to Resolution (MTTR) reduction
Cost-to-serve optimization through automation and knowledge deflection
Regional SLA adherence
Customer retention and expansion impact
Why CFARER
CFARER is an equal-opportunity employer. We celebrate diversity and are committed to an inclusive workplace.
We work close to the people we serve: Captains, officers, port agents, office teams.
The sea doesn’t wait, so our software can’t drift. You’ll join a crew that values clarity, calm execution, and real-world impact.
