Global Vice President of Customer Care

Global Vice President of Customer Care

About the Company

Globally-recognized provider of sustainable procurement & supply chain solutions

Industry
Human Resources

Type
Privately Held, VC-backed

Founded
2007

Employees
1001-5000

Funding
$200+ million

Categories

• Supply Chain Solutions
• Information Technology & Services
• Consulting & Professional Services
• Sustainability
• Corporate Citizenship
• Risk Analysis
• Auditing
• Environment
• Business Ethics
• Sourcing
• Human Resources
• Consulting
• Agency
• Information Services
• Risk Management
• Supply Chain Management

Specialties

• responsible sourcing
• corporate social responsibility
• sustainability
• supply chain
• sustainable procurement
• sustainable purchasing
• responsible supply chain
• spendmatters 2016 procurement vendor to watch
• supplier assessment
• social compliance
• and csr assessments

About the Role

The Company is seeking a Global VP of Customer Care to lead a large support team across multiple locations and time zones. The successful candidate will be responsible for both the daily operations and strategic initiatives of the customer support function. This includes managing the team's day-to-day effectiveness, ensuring exceptional inbound support across various channels, and administering relevant systems. The role also involves developing and implementing a global customer support strategy, playing a key role in the NPS program, and collaborating with cross-functional teams to drive innovation and best practices. The ideal candidate will have a degree in a business-related discipline, at least 5 years' experience leading a global customer support team in a SaaS environment, and a proven track record of managing a large team. Applicants for the Global VP of Customer Care position at the company should possess a degree in a business-related discipline and have a minimum of 5 years' experience leading a global customer support team in a SaaS environment. The role requires excellent operational orchestration, experience in implementing AI co-pilots, and a strong background in managing a workforce. The candidate must be fluent in English, with exceptional communication skills, and have a demonstrated ability to work collaboratively with colleagues from diverse teams and locations. Familiarity with Service Cloud/Salesforce and G-Suit is a plus, as is previous experience in improving and maintaining a chat bot and a Help Centre. The role is well-suited to individuals who can work under pressure, meet tight deadlines, and are passionate about sustainability.

Hiring Manager Title
VP of Engagement Services

Travel Percent
Less than 10%

Functions

• General Management
• Operations