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Head of Global Customer Care
il y a 1 mois
EcoVadis is seeking a highly skilled Global VP of Customer Care to lead our support team. As a key member of our Engagement Services team, you'll be responsible for overseeing a team of 50+ agents and 6 Team Leaders across various locations and time zones.
Key Responsibilities:- Daily Operations:
- 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.
- Strategic Leadership:
- 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.
