Global VP of Customer Experience

hace 4 semanas

Barcelona, Barcelona, España EcoVadis A tiempo completo
Job Description

EcoVadis is seeking a highly skilled and experienced professional to lead our customer support team as a Global VP of Customer Care. This role requires a strong leader with expertise in customer service, communication, and leadership abilities, as well as experience managing support operations in a fast-paced B2B SaaS environment.

Key Responsibilities
  • 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
  • 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

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:

  • 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)

Our hiring team looks forward to reviewing your CV, with a guaranteed response to every application.

A new job with purpose awaits you. You can be part of an awesome team and make sustainability real

Don't fit all the criteria but still think you'd be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis.

We're interested in hiring capable people, regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs? Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential.

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.

EcoVadis does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique.

In your application, we encourage you to remove personal information such as: photographs, marital status, number of children, religion, gender, residential postal code, university graduation date, past medical or parental leave(s) taken, nationality (instead, please state if you are legally eligible to work in the job region/country), university name (instead, please state any degrees obtained and the study major).

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