Global Vp of Customer Care

hace 1 día

Barcelona, España EcoVadis A tiempo completo

**Company Description**
**_
Work smart, have fun and make an impact_**

**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.

Be a part of the global sustainability change in business. Grow your career. Work with extraordinary people. Feel valued for your contribution.

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

**Key responsibilities include**:
This role has two critical components: ensuring the effective daily operation of the team and leading strategic initiatives. Key responsibilities include:

- _ Daily Operations:_
- Manage the day-to-day effectiveness of the support team, working closely with Team Leaders to ensure smooth operations.
- Hands-on leadership with a focus on recruiting, scheduling, performance reviews, and driving accountability.
- Mentor and coach team members through regular one-on-one meetings to maintain high engagement and performance.
- Ensure exceptional inbound support across various channels (ticket, chat, phone), delivering a seamless customer experience.
- Administer Salesforce Service Cloud and VOIP systems.
- _ Strategic Leadership:_
- Develop and implement a global customer support strategy to align with company goals.
- Play a key role in the EcoVadis NPS program, driving improvements through customer feedback and optimizing the customer experience.
- Collaborate extensively with cross-functional teams, including Product, to ensure customer feedback informs business decisions.
- Drive innovation and best practices, ensuring strategic objectives are translated into effective operational processes.
- Enhance the EcoVadis Help Center, improving content, design, and customer experience to boost satisfaction and conversion rates.
- Build business cases for new products and solutions, ensuring their successful delivery.
- Communicate company initiatives and results to the team, aligning operational goals with broader business objectives.

**Qualifications**
- Degree in a Business related discipline (Management, Business, Marketing)
- 5+ years of working experience leading a global customer support team in a SAAS environment managing 2+ tiers and 50+ employees
- Excellent operational orchestration,
- Experience in implementing AI co-pilots to deflect cases and increase team productivity, and implementing/managing a Workforce Management tool,
- Must be fluent in English,
- 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.
- Familiarity with Service Cloud/Salesforce and G-Suit is a plus.
- Previous experience in improving and maintaining a chat bot and a Help Centre necessary.
- Ability to work well in an international start-up team environment.
- Interest or passion for Sustainability a plus

**Additional Information** Location**: Barcelona - Spain

**Starting date**: ASAP

**Position**: Full time permanent

**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**:

- Hybrid for colleagues who live near our offices (4 days per month) otherwise remote in the country you were hired in
- 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 benefits**:

- Base salary + variable compensation plan
- Meals and Transportation Vouchers (Cobee card)

**Wellness and Healthcare benefits**:

- Health, Wellness, and Dental Benefits
- Life Insurance, Critical Illness, Accidental death, long-term disability insurance : 100% supported by the company

**More**:

- Employee referral bonus policy
- Paid employee volunteer day Paid moving day ( 1/year)
- Access to online learning library Virtual and in-person team building events
- Space with various services + opportunity to work in different locations (Europe and International)

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