Customer Care Team Leader

Summary

Join EcoVadis's Customer Care team as a Regional Customer Care Manager in Barcelona! Lead and mentor a team, ensuring exceptional customer service and operational excellence. Manage daily operations, reporting, and team productivity. Develop a deep understanding of regional customer needs and communicate EcoVadis's product capabilities effectively. Participate in recruiting and conduct employee reviews. Act as an escalation point for complex issues and collaborate on projects to improve customer experience. Maintain up-to-date support documentation. This role requires strong leadership, communication, and problem-solving skills within a B2B SaaS environment.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• Proficiency in additional languages would be a plus
• Experience with AI customer support solutions and Interest in Sustainability would be a plus

Benefits

• Support with all the necessary office and IT equipment
• Flexible working hours
• Wellness allowance for mental and physical wellbeing
• Access to professional mental health support
• Referral bonus policy
• Learning and development
• Sustainability events and community involvement
• Peer recognition program
• Employee-led resource groups
• Hybrid work organization
• Remote work from abroad policy
• Meals and Transportation Vouchers (Cobee card)
• Dental Benefits
• Life & Accident Insurance + Private Health Insurance
• Paid employee volunteer day
• Paid moving day (1/year)
• Time off: 1 Community Service Day + 1 Personal Day
• Summer Hours in July and August (36 hours per week)
• Hybrid Monthly Allowance for electricity and Internet