EcoVadis is looking for an Engagement Team Leader to join an elite cadre of Team Leaders worldwide who are charged with driving global change with a local market touch. The Toronto team will primarily focus on the Americas region with an emphasis on growing our customer base and providing our existing members with exemplary customer service. The Team Leader will be responsible for achieving global and regional business objectives, while building a local team culture that embodies the EcoVadis values and mission. The Toronto office is growing and we are looking for someone to lead the Engagement team expansion of this new and dynamic office!

Responsibilities

• Manage daily operations & reporting for the Engagement Team members & ensure productivity and quality standards are met

• Operations include outbound calling focused on customer onboarding, incoming calls for customer support & onboarding, along with chat & email customer support. (experience with Salesforce and/or Zendesk a plus)

• Lead by example and take an active role in coaching, training, and ensuring the vision of the local & global Engagement strategy is clearly communicated and understood

• Develop a comprehensive understanding of the customers in the Americas region. This includes key industries, business challenges, and objectives to appropriately communicate EcoVadis product capabilities and associated business benefits to address their needs throughout the onboarding & support  process

• Participate in the local recruiting process (screening, interviews, internal feedback, etc)

• Conduct quarterly reviews of employees as required and ensure the communication of expectations, results, and reporting is clear

• Act as an escalation point for complex customer questions and provide proactive assistance as necessary to mitigate customer dissatisfaction

• Work with internal & external stakeholders on projects to improve the customer experience and internal processes

• 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!

• Degree in a Business related discipline (Management, Business, Marketing)

• 3-5 years working experience in a customer onboarding/support capacity

• 1-2 years management/supervisory experience preferred

• Must be fluent in English. Proficiency in additional languages would be appreciated.

• 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.

• Demonstrate proficiency in G-Suite products, familiarity with Zendesk a plus

• Ability to work well in an international start-up team environment.

• Interest or passion for Sustainability a plus

Beginning: As soon as possible

Location: Toronto, Ontario

Full-time position

In return for your expertise and energy, we offer challenge, opportunities, a salary aligned with experience and a casual environment.

For more information about EcoVadis please visit our site: www.ecovadis.com

Keywords: Engagement, sales, team leader, customer support

EcoVadis does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, veteran status or any other protected category.