Customer Care Team Leader, EcoVadis
Business sustainability ratings provider
Be an early applicant
Business sustainability ratings provider
1001+ employees
Be an early applicant
1001+ employees
Company mission
To provide the world’s most-trusted sustainability ratings, enabling all businesses to reduce risk, drive performance, and improve environmental and social outcomes.
Role
Who you are
- Bachelor Degree in Management, International Business or any related field of study
- 3+ years of experience in a customer support or customer success role within a B2B SaaS company, with at least 1 year in a leadership capacity
- Must be fluent in English. Proficiency in additional languages would be a plus
- Demonstrated ability to work collaboratively with colleagues from multiple teams & locations to accomplish company goals
- Demonstrate proficiency in G-Suite products, familiarity with Salesforce a plus
- Ability to work well in an international team environment
- Familiarity with customer support tools such as Service Cloud, Zendesk or similar platforms
- Ability to coach and mentor a team, driving performance improvements through feedback and training
- Strong communication skills with a customer-centric mindset
- Experience working in an agile environment and collaborating with cross-functional teams
- Good time management with strong organizational skills
- Experience with AI customer support solutions and Interest in Sustainability would be a plus
What the job involves
- The Customer Care team is dedicated to delivering exceptional service by combining innovative solutions with best-in-class customer support skills
- Focused on customer centricity at scale, the team ensures a seamless and efficient experience for our customers
- Reporting directly to the Global Customer Care Director, this role is responsible for leading a regional team of customer care agents, aligning their efforts with the company’s and departmental strategic objectives to drive customer satisfaction and operational excellence
- Manage daily operations & reporting for Customer Care Team members and ensure productivity and quality goals are met
- Operations include answering incoming customer requests, proactive outreach, or reactive support
- Lead by example and take an active role in coaching, training, and ensuring the vision of the local & global Customer Care strategy is communicated and understood
- Develop a comprehensive understanding of the customers in your region. This includes critical industries, business challenges, and objectives to appropriately communicate EcoVadis product capabilities and associated business benefits to address their needs throughout the support
- Participate in the local recruiting (screening, interviews, internal feedback, etc.)
- Conduct regular reviews of employees as required and ensure clear communication of expectations, results, and reporting
- Act as an escalation point for complex customer questions and provide proactive assistance to mitigate customer dissatisfaction
- Work with internal & external stakeholders on projects to improve customer experience and internal processes
- Knowledge Base Management: Ensure that support documentation, FAQs, and troubleshooting guides are up-to-date and accessible to internal teams
- Other duties as required, we are a fast-growing and dynamic team, and this requires flexibility from everyone to get involved and help get the job done
Application process
- Our hiring team looks forward to reviewing your CV, in English, with a guaranteed response to every application
Our take
With an increasing drive for businesses to be more transparent with their global carbon impact, companies need to find a way to collate their data. This data can then be used to inform business decisions and aid companies in their mission to decrease their carbon emissions. EcoVadis provides business sustainability ratings with the aim of creating a global marketplace where sustainability intelligence influences every business decision.
EcoVadis has devised a criteria based on international sustainable development standards. The criteria considers specific challenges, geographical location and company size to create its rating, ensuring its ratings reflect the company as fairly as possible. The main objective of the rating is to measure the quality of a company’s CSR management system through its policies, actions, and results.
This concept is increasingly pertinent given the emphasis placed on sustainability by consumers, and so EcoVadis are smartly targeting this key area. It currently operates with 90,000 companies of all sizes across more than 200 industries in 160 countries, highlighting the importance of the ratings it provides.
Freddie
Company Specialist at Welcome to the Jungle
Insights
47% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2022
$500m
SERIES C
Jan 2020
$200m
GROWTH EQUITY VC
Total funding: $735.3m
Company benefits
- Flexi-time
- Casual and friendly environment
- Virtual and in-person team building events
- Opportunity to work in an international atmosphere
- Learning and Development
- Wellness Programs
- Sustainability events & community involvement
- Budget to furnish your home office
- Peer recognition program
- Employee-led resource groups
- Referral bonus
- Choice of working at the office, remotely, or mixing both
Company HQ
Chaillot, Paris, IDF
Leadership
Pierre-François Thaler
(Co-CEO)Was CEO of B2Build SA, the first B2B marketplace for the European construction industry. Also has experience as a Director for the Ariba Procurement BPO business.
Frédéric Trinel
(Co-CEO)Holds a degree in International Business from ICAD Business School. Previously founded Mr. Ted Ltd as COO.
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