Global Vice President of Customer Care, EcoVadis
+ Annual performance bonus
Business sustainability ratings provider
Job no longer available
Business sustainability ratings provider
1001+ employees
Job no longer available
+ Annual performance bonus
1001+ employees
Company mission
To provide reliable, globally recognized sustainability rating and insights, enabling all companies to reduce risk, drive improvement and accelerate positive impact on our planet and society.
Role
Who you are
- 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
What the job involves
- 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
- This role has two critical components: ensuring the effective daily operation of the team and leading strategic initiatives. Key responsibilities include:
- 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
- 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
Salary benchmarks
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 is smartly targeting this key area. It currently operates with 130,000 companies of all sizes across more than 180 industries in 220 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: $737m
Company benefits
- Flexible hybrid working model
- Learning and development
- Wellness programs
- Sustainability events and community involvement
- Budget to furnish your home office
- Peer recognition program
- Employee-led resource groups
- Referral bonus
Company HQ
Chaillot, Paris, IDF
Leadership
Pierre-François Thaler
(Co-Founder & Co-CEO)Previously CEO of B2Build SA, the first B2B marketplace for the European construction industry. They also have experience as a Director for the Ariba Procurement BPO business.
Frédéric Trinel
(Co-Founder & Co-CEO)Holds a degree in International Business from ICAD Business School. Previously founded Mr. Ted Ltd as COO.
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