Customer Care Director

Work smart, have fun and make an impact!

Our purpose is to guide all companies toward a sustainable world. 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.

EcoVadis is seeking to hire a Global Director of Customer Care. This role reports to the SVP, Engagement Services team and will lead around 35 people across various office locations & time zones. The role demands strong service instincts, empathy, excellent communication skills, technical agility, collaboration, and a passion for continuous learning.

Key responsibilities include:

• Manage a growing team of dedicated customer support professionals (30 today) based in various offices & distributed locations globally (Toronto, Hong Kong, Mauritius, Barcelona, Warsaw)
• Create and communicate EcoVadis’ customer support strategy globally
• Focus on delivering impeccable inbound & outbound support, through various tools including email, phone, chat and webinars
• Be responsible and a key contributor of the EcoVadis NPS program. To drive positive impact via the rated company network and to secure constant improvement of the Rated company NPS
• Handle all aspects of staff management: recruiting, scheduling, discipline, performance reviews, and planning while defining clear expectations and driving accountability & ownership.
• Drive innovation & best practices so that strategic objectives are translated into effective and efficient tactical operations.
• Provide mentoring and coaching via regular one-on-one meetings to ensure team members thrive and are highly engaged.
• Admin of Salesforce Service Cloud ticketing & Chat systems and Aircall phone system. Responsible for providing monthly, quarterly and YTD metrics to Management.
• Coordinate, maintain and improve the EcoVadis Help Center. Improving the design and updating content to improve customer experience, driving conversion and satisfaction rates
• Collaborate with other departments to drive and implement positive changes in support of broader company initiatives
• Recommend changes to improve efficiency and effectiveness; report team accomplishments, achievements and productivity to functional management
• Work with other Engagement Services managers to ensure consistency in the approach and to avoid creating silos.
• Re-prioritize and allocate resources across various team projects
• Ensuring the customers' feedback is represented accurately in other business decisions (Product etc).
• Build business cases for new products and solutions. Be accountable for their delivery.
• Communicate department and company initiatives, goals and results to team members
• Work closely with managers and employees to improve the eNPS
• On-time delivery of assigned tasks, both ongoing and ad-hoc

• Degree in a Business related discipline (Management, Business, Marketing)
• 5+ years working experience in a customer onboarding/support/care capacity
• 5+ years management/supervisory experience (in-person & remote preferred)
• Capacity management experience
• Experience in managing large teams (10 + people)
• Must be fluent in English. Proficiency in additional languages would be appreciated (French)
• 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.
• Demonstrate proficiency in G-Suite products
• Familiarity with Service Cloud/Salesforce a plus.
• Prior experience of working with SAAS and B2B and/or B2C is a requirement
• Previous experience in improving and maintaining a chat bot and a HelpCentre necessary.
• Ability to work well in an international start-up team environment.
• Interest or passion for Sustainability a plus

• Job Open to Remote Work ( from Spain, Canada, Poland and Mauritius)
• Starting date : 1st of August 2023

Our growing team in Spain is full of talented professionals from various fields who all share a desire to make sustainability real.

We offer competitive salaries and support personal growth from day one.

This includes extensive onboarding, teammates' support and a brand new e-learning platform bursting with courses and modules. So you can learn new skills and fine-tune old ones! In return for your expertise and energy, we offer:

Working organization benefits:

• Casual and very friendly work environment Hybrid work organization (from the office or from home)
• Flexible working hours
• Home office allowance program IT equipment allowance
• Working from anywhere policy (3 months per year)
• Opportunity to work in a truly international atmosphere

Compensation benefits:

• Base salary + variable compensation plan
• GRSP and TFSA matching program available
• Meals and Transportation Vouchers (Cobee card)

Wellness and Healthcare benefits:

• Health, Wellness, and Dental Benefits
• Life Insurance, Critical Illness, Accidental death, long-term disability insurance : 100% supported by the company
• Free virtual Yoga/Pilates

More:

• Employee referral bonus policy
• Paid employee volunteer day Paid moving day ( 1/year)
• Access to online learning library Virtual and in-person team building events
• Co working space with various services + opportunity to work in different locations (Europe and International)

Our hiring team looks forward to reviewing your CV, in English, with a guaranteed response to every application.

Our hiring team looks forward to reviewing your CV, with a guaranteed response to every application. A new job with purpose awaits you. You can be part of an awesome team and make sustainability real!

Don’t fit all the criteria but still think you’d be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. We’re interested in hiring capable people, regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs? Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people, people with long-term health conditions, and neurodiverse candidates. If you need any adjustments, please let the hiring team know.

Our team’s strength comes from everyone’s uniqueness and is founded upon mutual respect. EcoVadis commits to equity, inclusion and reducing bias in our hiring processes. EcoVadis does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique. In your application, we encourage you to remove personal information such as: photographs, marital status, number of children, religion, gender, residential postal code, university graduation date, past medical or parental leave(s) taken, nationality (instead, please state if you are legally eligible to work in the job region/country), university name (instead, please state any degrees obtained and the study major).