Global VP of Customer Care Leader

hace 4 semanas

Barcelona, Barcelona, España Ecovadis Germany Gmbh A tiempo completo
Join Our Team as a Global VP of Customer Care

EcoVadis, the leading provider of business sustainability ratings, is seeking a highly skilled and experienced Global VP of Customer Care to lead our support team. As a key member of our international team, you will be responsible for overseeing the daily operations of our support team, ensuring exceptional customer experience, and driving strategic initiatives to improve our customer support.

Key Responsibilities:
  • Manage the day-to-day effectiveness of the support team, working closely with Team Leaders to ensure smooth operations.
  • Develop and implement a global customer support strategy to align with company goals.
  • 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.
Requirements:
  • 5+ years of working experience leading a global customer support team in a SAAS environment managing 2+ tiers and 50+ employees.
  • Excellent operational orchestration and experience in implementing AI co-pilots to deflect cases and increase team productivity.
  • Fluency in English and 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.
What We Offer:
  • Competitive salaries and support for personal growth from day one.
  • Extensive onboarding, teammates' support, and a brand new e-learning platform bursting with courses and modules.
  • Hybrid work organization (from the office or from home) and home office allowance program.
  • IT equipment allowance and working from anywhere policy (3 months per year).
  • Opportunity to work in a truly international atmosphere and base salary + variable compensation plan.

We welcome applications from disabled people, people with long-term health conditions, and neurodiverse candidates. If you need any adjustments, please let the hiring team know. Our team's strength comes from everyone's uniqueness and is founded upon mutual respect. EcoVadis commits to equity, inclusion, and reducing bias in our hiring processes.

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