Ns844 | Head Of Customer Experience, Gelatoconnect
hace 1 mes
About GelatoGelato has built the world's largest and most global network for on-demand production of customized items e.G.
t-shirts, wall art, mugs, books, hoodies, and cards.
We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production.
With local production and exact matching of supply and demand, there is no waste, and carbon emissions are reduced.
We own no assets - we build the software that connects world-class production facilities all across the world.
We have more than 130 production partners in 32 countries.
In 72 hours we can reach more than 5 billion people with customized products in a smarter, faster, and greener way.
Gelato is changing the way that customized products can be produced on-demand.
We are already empowering thousands of e-commerce entrepreneurs to grow and scale their businesses.Job Overview and Purpose of the Role:The ideal Head of Customer Service is an experienced leader who is comfortable leading internal and outsourced teams, with a range of skills that include critical thinking coupled with data-driven strategic planning, customer focus, time management, and the ability to prioritize effectively.
In our fast-paced environment at Optimalprint, the candidate must be able to quickly adapt, take decisions, surface relevant and necessary questions in order to change and enhance customer experience, all while maintaining lean operational costs and high efficiency.Key Responsibilities:Develop and Execute Strategies:Formulate and implement customer service strategies that align with business goals and enhance the customer journey.Team Leadership and Management:Recruit, train, and manage the performance of global customer service teams, including outsourced providers.Operational Efficiency:Own and optimize operational costs and health metrics, leveraging automation and AI to improve efficiency and reduce costs.Customer Experience Enhancement:Continuously improve customer experience, handle escalations promptly, and resolve issues efficiently.Technology Implementation:Oversee the implementation and management of customer service technologies, including CRM tools like Intercom and Zendesk.Collaboration and Communication:Work with other departments for an integrated customer service approach and educate external partners on Optimalprint and Gelato tools.Performance Monitoring:Create and maintain data analytics dashboards, keeping stakeholders informed on performance metrics and ensuring compliance with crisis management protocols.Brand Image and NPS Culture:Enhance the brand image on public forums, implement NPS best practices, and develop strategies for reviews and social proof to showcase a customer-centric brand.Day-to-Day Tasks:The Head of Customer Service role involves various hands-on tasks aimed at enhancing customer experience and operational efficiency.
Daily activities include designing and optimizing support workflows, managing time effectively, and conducting data analysis to identify recurring issues impacting customer satisfaction.
You will oversee the implementation of new support channels, resolve escalations promptly, and participate in forecasting, budgeting, and managing budgets for process improvements.
Building and maintaining vendor relationships, managing high-profile incidents, and escalating widespread issues are also key responsibilities.
As the voice of the customer, you will advocate for their needs in meetings and forums, working to reduce tickets per order (TPO%) by addressing root causes.Qualifications - Skills, Abilities, and Experience:Minimum of 4 years in Leadership roles within customer service or direct customer-related fields.
E-commerce experience is a plus.
Experience in the technology industry and crisis management, including C-Suite communication.
Demonstrated success in leading teams and supervisors, with strategic thinking and cross-functional collaboration skills.
Bachelor's degree or equivalent experience.
Proven experience with offshore and remote contact center operations.
COPC is a plus.
Solid understanding of OSV contracts, negotiation principles, and financial accounting.
Strong client-facing communication skills and proficiency with customer service software and tools.
Ability to interpret complex business information and perform data analysis.
Excellent problem-solving, advanced troubleshooting, and multi-tasking abilities.
Self-starter capable of driving results without direct oversight.
Expertise in enhancing customer experience, including social proof strategies and Net Promoter Score (NPS) implementation.
Experience with CRM tools like Intercom, Zendesk, or similar platforms.
Knowledge of AI and automation in customer service processes.
Ability to oversee support system incidents and high-profile escalations.
Ability to travel when required.What It's Like to Work at Gelato:We are a customer-obsessed team with the ambition to change the world by connecting technology to the printing industry and making it much more sustainable.
Everyone who joins our team must feel genuinely intrigued and motivated by our mission.
We expect a lot.
We are a driven team with big goals, so we seek individuals who are genuinely passionate about their work and possess an entrepreneurial spirit.
Our culture is unique and we live by our values, so it's worth learning more about our culture and how we work before presenting your application.
At Gelato, we pride ourselves on our global presence with 14 offices worldwide, fostering a dynamic and diverse work environment.
Rooted in a culture that values collaboration, creativity, and camaraderie, we actively cultivate a company culture that thrives on shared experiences.
We encourage team members to embrace this culture by working from our inspiring office spaces at least three days a week, allowing for meaningful connections and collective growth.Lastly, we ask that you please upload your CV in English, regardless of which country you are applying from.#J-18808-Ljbffr
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Madrid, España Gelato A tiempo completo.About GelatoGelato has built the world's largest and most global network for on-demand production of customized items e.G. t-shirts, wall art, mugs, books, hoodies, and cards. We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production. With local production and exact matching of supply...
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Madrid, España Gelato A tiempo completoAbout GelatoGelato has built the world's largest and most global network for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards. We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production. With local production and exact matching of supply...
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Madrid, Madrid, España Gelato A tiempo completoAbout GelatoGelato is a pioneering company that has built the world's largest and most global network for on-demand production of customized items, such as t-shirts, wall art, mugs, books, hoodies, and cards. We empower a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production approach.Our...
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Head of Customer Experience
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Madrid, Madrid, España Gelato A tiempo completoAbout GelatoGelato is a pioneering company that has built the world's largest and most global network for on-demand production of customized items, such as t-shirts, wall art, mugs, books, hoodies, and cards. We empower a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production approach.Our...
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Head of Customer Service
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Madrid, España Gelato A tiempo completo**About Gelato** Gelato has built the world's largest and most global network for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards. We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production. With local production and exact matching of...
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Head of Customer Experience
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Madrid, Madrid, España Gelato A tiempo completoAbout GelatoGelato is a pioneering company that has built a global network for on-demand production of customized items, empowering e-commerce entrepreneurs to sell their creativity worldwide. Our mission is to revolutionize the way customized products are produced, making it smarter, faster, and more sustainable.We own no assets, instead, we develop...
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Head of Customer Experience
hace 3 semanas
Madrid, Madrid, España Gelato A tiempo completoAbout GelatoGelato is a pioneering company that has built a global network for on-demand production of customized items, empowering e-commerce entrepreneurs to sell their creativity worldwide. Our mission is to revolutionize the way customized products are produced, making it smarter, faster, and more sustainable.We own no assets, instead, we develop...
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Head Of Customer Service
hace 3 semanas
Madrid, España Gelato A tiempo completoAbout GelatoGelato has built the world's largest and most global network for on-demand production of customized items e.G.t-shirts, wall art, mugs, books, hoodies, and cards.We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production.With local production and exact matching of supply and...
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Head Of Customer Service
hace 3 semanas
Madrid, España Gelato A tiempo completoAbout Gelato Gelato has built the world's largest and most global network for on-demand production of customized items e.g.t-shirts, wall art, mugs, books, hoodies, and cards.We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production.With local production and exact matching of supply and...
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Head Of Customer Service
hace 3 semanas
Madrid, España Gelato A tiempo completoAbout Gelato Gelato has built the world's largest and most global network for on-demand production of customized items e.g.t-shirts, wall art, mugs, books, hoodies, and cards.We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production.With local production and exact matching of supply and...
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Head Of Customer Service
hace 3 semanas
Madrid, España Gelato A tiempo completoAbout Gelato Gelato has built the world's largest and most global network for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards. We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production. With local production and exact matching of supply...
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Head Of Customer Service
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Madrid, España Gelato A tiempo completoAbout GelatoGelato has built the world's largest and most global network for on-demand production of customized items e.g.t-shirts, wall art, mugs, books, hoodies, and cards.We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production.With local production and exact matching of supply and...
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Head Of Customer Service
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Madrid, España Gelato A tiempo completoAbout GelatoGelato has built the world's largest and most global network for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards. We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production. With local production and exact matching of supply...
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Head of Customer Service
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Madrid, España Gelato A tiempo completoAbout GelatoGelato has built the world's largest and most global network for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards. We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production. With local production and exact matching of supply...
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Madrid, España Gelato A tiempo completo.About GelatoGelato has built the world's largest and most global network for on-demand production of customized items e.G. t-shirts, wall art, mugs, books, hoodies, and cards.We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production.With local production and exact matching of supply and...
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Head of Customer Experience
hace 2 semanas
Madrid, Madrid, España Gelato A tiempo completoAbout GelatoGelato is a leading provider of on-demand customized products, connecting a global network of production facilities to empower e-commerce entrepreneurs. Our mission is to revolutionize the way customized products are produced, making it smarter, faster, and greener.Job OverviewThe ideal candidate for this role is an experienced leader who can...
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Head of Customer Experience
hace 2 semanas
Madrid, Madrid, España Gelato A tiempo completoAbout GelatoGelato is a leading provider of on-demand customized products, connecting a global network of production facilities to empower e-commerce entrepreneurs. Our mission is to revolutionize the way customized products are produced, making it smarter, faster, and greener.Job OverviewThe ideal candidate for this role is an experienced leader who can...
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Madrid, España Gelato A tiempo completoAbout GelatoGelato has built the world's largest and most global network for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards.We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production.With local production and exact matching of supply and...
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Madrid, España Gelato A tiempo completoAbout GelatoGelato has built the world's largest and most global network for on-demand production of customized items e.G.t-shirts, wall art, mugs, books, hoodies, and cards.We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production.With local production and exact matching of supply and...
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Head of Customer Experience
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Madrid, Madrid, España Gelato A tiempo completoAbout GelatoGelato is a pioneering company that has built a global network for on-demand production of customized items, connecting technology to the printing industry and making it more sustainable. We empower e-commerce entrepreneurs to sell their creativity globally, with a focus on local and sustainable production. Our approach reduces waste and carbon...
