Global Customer Experience Director
vor 4 Wochen
Job Description:
EcoVadis is seeking a seasoned professional to lead its customer support team. As Global VP of Customer Care, you will oversee a team of 50+ agents and 6 Team Leaders across various locations and time zones. This role requires expertise in customer service, strong communication, and leadership abilities, as well as experience managing support operations in a fast-paced B2B SaaS environment.
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.
Qualifications:
- 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.
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