Global VP of Customer Care

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.

Why apply to EcoVadis?

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

Job Description

EcoVadis seeks a Global VP of Customer Care to oversee a support team of 50+ agents and 6 Team Leaders across various locations and time zones. Reporting to the VP of Engagement Services, this role requires expertise in customer service, strong communication and leadership abilities, and experience managing support operations in a fast-paced B2B SaaS environment. The ideal candidate will be skilled in collaborating with technical teams and committed to fostering continuous improvement.

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: Berlin / Dusseldorf / Remote Germany

Start date: ASAP

Everyone at EcoVadis contributes to a culture of trust, respect and empowerment. Our growing team in Germany is full of talented professionals from various sectors who all share a desire to make an impact.

We offer competitive salaries and support personal growth from day one with extensive onboarding, mentoring and