Remote VP of Customer Care

Summary

Join EcoVadis as a Global VP of Customer Care to oversee a support team of 50+ agents across various locations and time zones. This role requires expertise in customer service, strong communication and leadership abilities, and experience managing support operations in a fast-paced B2B SaaS environment.

Requirements

• 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

Responsibilities

• 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

Benefits

• Support with all the necessary office and IT equipment
• Wellness allowance for mental and physical wellbeing
• Annual performance bonus
• Remote work from abroad policy
• Flexible working hours
• Hybrid/ full remote work
• Health coverage and optional pension scheme
• Internet and electricity bill allowance
• CSR activities
• Subsidized travel and BahnCard 50
• Community service day when volunteering