Customer Care Team Leader

The Customer Care team is dedicated to delivering exceptional service by combining innovative solutions with best-in-class 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 company’s 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 up-to-date and accessible to internal teams.
• Other duties as required, we are a fast-growing and dynamic team, and this requires flexibility from everyone to get involved and help get the job done.