Customer Care Team Leader

The Customer Care team is dedicated to delivering exceptional service by combining innovative solutions with bestinclass customer support skills. Focused on customer centricity at scale the team ensures a seamless and efficient experience for our customers. Reporting directly to the Global Customer Care Director this role is responsible for leading a regional team of customer care agents aligning their efforts with the companys and departmental strategic objectives to drive customer satisfaction and operational excellence.

• 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 uptodate and accessible to internal teams.
• Other duties as required we are a fastgrowing and dynamic team and this requires flexibility from everyone to get involved and help get the job done.

Qualifications :

• 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. Proficiency in additional languages would be a plus.
• Demonstrated ability to work collaboratively with colleagues from multiple teams & locations to accomplish company goals.
• Demonstrate proficiency in GSuite 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 customercentric mindset.
• Experience working in an agile environment and collaborating with crossfunctional teams.
• Good time management with strong organizational skills.
• Experience with AI customer support solutions and Interest in Sustainability would be a plus.

Additional Information :

• Location: Barcelona

In return for your expertise we offer:

• 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
• Employeeled 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

Our hiring team looks forward to reviewing your CV in English with a guaranteed response to every application. A new job with purpose awaits you! 

Dont fit all the criteria but still think youd 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. Were interested in hiring from a diverse and skilled talent pool 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 longterm health conditions and neurodiverse candidates. If you need any adjustments including the provision of interview questions please let the hiring team know.

Our teams strength comes from everyones 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).

Remote Work :

No

Employment Type :

Fulltime