Customer Care Director
hace 4 semanas
Company Description
- Work smart, have fun and make an impact_
**Our purpose is to guide all companies toward a sustainable world.** EcoVadis is the leading provider of business sustainability ratings. Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecards that give companies actionable insights into their environmental, social and ethical risks.
Learn more about our team and culture on EcoVadis careers page. If you have questions about the company or open roles you can chat with an insider.
**Job Description**:
EcoVadis is seeking to hire a Global Director of Customer Care. This role reports to the SVP, Engagement Services team and will lead around 35 people across various office locations & time zones. The role demands strong service instincts, empathy, excellent communication skills, technical agility, collaboration, and a passion for continuous learning.
Key responsibilities include:
- Manage a growing team of dedicated customer support professionals (30 today) based in various offices & distributed locations globally (Toronto, Hong Kong, Mauritius, Barcelona, Warsaw)
- Create and communicate EcoVadis’ customer support strategy globally
- Be responsible and a key contributor of the EcoVadis NPS program. To drive positive impact via the rated company network and to secure constant improvement of the Rated company NPS
- Handle all aspects of staff management: recruiting, scheduling, discipline, performance reviews, and planning while defining clear expectations and driving accountability & ownership.
- Drive innovation & best practices so that strategic objectives are translated into effective and efficient tactical operations.
- Provide mentoring and coaching via regular one-on-one meetings to ensure team members thrive and are highly engaged.
- Admin of Salesforce Service Cloud ticketing & Chat systems and Aircall phone system. Responsible for providing monthly, quarterly and YTD metrics to Management.
- Coordinate, maintain and improve the EcoVadis Help Center. Improving the design and updating content to improve customer experience, driving conversion and satisfaction rates
- Collaborate with other departments to drive and implement positive changes in support of broader company initiatives
- Recommend changes to improve efficiency and effectiveness; report team accomplishments, achievements and productivity to functional management
- Work with other Engagement Services managers to ensure consistency in the approach and to avoid creating silos.
- Re-prioritize and allocate resources across various team projects
- Ensuring the customers' feedback is represented accurately in other business decisions (Product etc).
- Build business cases for new products and solutions. Be accountable for their delivery.
- Communicate department and company initiatives, goals and results to team members
- Work closely with managers and employees to improve the eNPS
- On-time delivery of assigned tasks, both ongoing and ad-hoc
**Qualifications**:
- Degree in a Business related discipline (Management, Business, Marketing)
- 5+ years working experience in a customer onboarding/support/care capacity
- 5+ years management/supervisory experience (in-person & remote preferred)
- Capacity management experience
- Experience in managing large teams (10 + people)
- Must be fluent in English. Proficiency in additional languages would be appreciated (French)
- Exceptional communication skills (oral and written)
- Demonstrated ability to work collaboratively with colleagues from multiple teams & locations to accomplish company goals
- Ability to work under pressure and tight deadlines.
- Demonstrate proficiency in G-Suite products
- Familiarity with Service Cloud/Salesforce a plus.
- Prior experience of working with SAAS and B2B and/or B2C is a requirement
- Previous experience in improving and maintaining a chat bot and a HelpCentre necessary.
- Ability to work well in an international start-up team environment.
- Interest or passion for Sustainability a plus
Additional Information
- Job Open to Remote Work ( from Spain, Canada and Poland)
- Starting date : 1st of August 2023
**Our growing team in Spain is full of talented professionals from various fields who all share a desire to make sustainability real.**
We offer competitive salaries and support personal growth from day one.
This includes extensive onboarding, teammates' support and a brand new e-learning platform bursting with courses and modules. So you can learn new skills and fine-tune old ones In return for your expertise and energy, we offer:
**Working organization benefits**:
- Casual and very friendly work environment Hybrid work organization (from the office or from home)
- Flexible working hours
- Home office allowance program IT equipment allowance
- Working from anywhere policy (3 months per year)
- Opportunity to work in a truly international atmosphere
**Compensation
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