Head Of Customer Service

hace 2 semanas

Madrid, España Softbank Investment Advisers A tiempo completo

Head of Customer Service - GelatoConnectAbout GelatoGelato's mission is to empower the rapidly growing creator economy with local production and delivery of any customized item to any consumer on the planet.
Its curated marketplace lowers the barriers and resolves the 'last mile' for any creator or entrepreneur that would like to create and sell their products online.Job DescriptionGelato 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.Job Overview and purpose of the role:The ideal Head of Customer Service is an experienced leader who is comfortable managing internal and outsourced teams, with a range of skills that include: critical thinking coupled with data-driven strategic planning, customer obsession, proactivity to implement new ways of working (e.G.
AI-driven), and the ability to prioritize effectively.
In the fast-paced environment, Gelato operates, the candidate must be able to quickly adapt, make decisions, and surface relevant and necessary questions to change and enhance customer experience, all while maintaining lean operational costs and high efficiency.Leadership:Lead, coordinate, oversee, and coach teams of +10 members and indirect outsourced partnersCustomer Obsession & Communication:Exceptional focus on customer satisfaction and clear communication with clients and different internal stakeholdersAdaptability:Thrive in a dynamic, fast-paced environment with constant changesOperational Efficiency:Drive improvements in customer experience while managing operational costsOut-of-the-box mentality:Eagerness to learn and implement new ways of working, leveraging new tools and advances (e.G.
AI-driven)Proven experience with CS automation technologies:chatbots, AI-powered customer supportOwnership, accountability and reporting:Full ownership of CS P&L, operational targets, and contracts related to Customer ServiceStaff Management:Expertise in staff forecasting, creating and implementing action plans, and managing large-scale procurement processesCRM Expertise:Proficiency with CRM tools like Intercom and Zendesk to optimize agent experienceKey responsibilities:Strategy:Develop and execute CS strategy for GelatoConnect, together with the VP of CSTeam Leadership and Management:Recruit, train, and manage the performance of global customer service teams, including outsourced providersOperational Efficiency:Own and optimize operational costs and health metrics, leveraging automation and AI to improve efficiency and reduce costsCustomer experience enhancement:Continuously seek to improve customer experience, resolving issues while proactively finding ways to increase customer satisfactionCollaboration:Work with other departments for an integrated customer service approach and educate external partners on Optimalprint and Gelato toolsPerformance Monitoring and reporting:Create and maintain data analytics dashboards, keeping stakeholders informed on performance metrics and ensuring compliance with crisis management protocolsDay-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, conducting data analysis to identify recurring opportunities to improve customer satisfaction and automation.
You will oversee the execution and performance of your team, actively participating in solving escalations when needed, while participating in forecasting, budgeting, and reporting activities.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.
For example, implementing an AI-driven chatbot to handle common inquiries allows agents to focus on complex issues.
Collaboration with Product and Network teams is essential to drive improvements.Qualifications - skills, abilities and experienceMinimum of 4 years in Leadership roles within Customer Service or direct customer related fieldsExperience in the technology industry; E-commerce experience is a plusDemonstrated success in leading teams and supervisors, including strong C-Suite and client-facing communication as well as cross-functional collaboration skillsExcellent strategic thinking, problem-solving and advanced troubleshooting abilitiesSelf-starter capable of taking full-ownership and driving results without direct oversight, while constantly learning and applying new ways of workingProven experience with offshore and remote contact center operations; COPC is a plusBachelor's degree or equivalent experienceAbility to travel when requiredWhat it's like to work at GelatoWe 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

  • Head Of Customer Service

    hace 2 semanas

    Madrid, España Softbank Investment Advisers A tiempo completo

    .Head of Customer Service - GelatoConnectAbout GelatoGelato's mission is to empower the rapidly growing creator economy with local production and delivery of any customized item to any consumer on the planet. Its curated marketplace lowers the barriers and resolves the 'last mile' for any creator or entrepreneur that would like to create and sell their...

  • Head Of Customer Service

    hace 2 semanas

    Madrid, España Softbank Investment Advisers A tiempo completo

    .Head of Customer Service - GelatoConnect About GelatoGelato's mission is to empower the rapidly growing creator economy with local production and delivery of any customized item to any consumer on the planet. Its curated marketplace lowers the barriers and resolves the 'last mile' for any creator or entrepreneur that would like to create and sell their...

  • Head Of Customer Service

    hace 2 semanas

    Madrid, España Softbank Investment Advisers A tiempo completo

    .Head of Customer Service - GelatoConnect About Gelato Gelato's mission is to empower the rapidly growing creator economy with local production and delivery of any customized item to any consumer on the planet. Its curated marketplace lowers the barriers and resolves the 'last mile' for any creator or entrepreneur that would like to create and sell their...

  • Head of Customer Service Lead

    hace 4 semanas

    Madrid, Madrid, España Gelato A tiempo completo

    About GelatoGelato is a pioneering company that connects technology to the printing industry, making it more sustainable. As the Head of Customer Service, you will be at the forefront of this mission, driving customer satisfaction and operational efficiency. Our team is customer-obsessed, and we expect our leaders to share this passion.Key...

  • Head Of Customer Service

    hace 2 semanas

    Madrid, España Softbank Investment Advisers A tiempo completo

    Head of Customer Service - GelatoConnectAbout GelatoGelato's mission is to empower the rapidly growing creator economy with local production and delivery of any customized item to any consumer on the planet.Its curated marketplace lowers the barriers and resolves the 'last mile' for any creator or entrepreneur that would like to create and sell their...

  • Head Of Customer Service

    hace 2 semanas

    Madrid, España Softbank Investment Advisers A tiempo completo

    Head of Customer Service - GelatoConnectAbout GelatoGelato's mission is to empower the rapidly growing creator economy with local production and delivery of any customized item to any consumer on the planet. Its curated marketplace lowers the barriers and resolves the 'last mile' for any creator or entrepreneur that would like to create and sell their...

  • Head Of Customer Service

    hace 2 semanas

    Madrid, España Softbank Investment Advisers A tiempo completo

    Head of Customer Service - GelatoConnect About Gelato Gelato's mission is to empower the rapidly growing creator economy with local production and delivery of any customized item to any consumer on the planet.Its curated marketplace lowers the barriers and resolves the 'last mile' for any creator or entrepreneur that would like to create and sell their...

  • Head Of Customer Service

    hace 2 semanas

    Madrid, España Softbank Investment Advisers A tiempo completo

    Head of Customer Service - GelatoConnectAbout GelatoGelato's mission is to empower the rapidly growing creator economy with local production and delivery of any customized item to any consumer on the planet. Its curated marketplace lowers the barriers and resolves the 'last mile' for any creator or entrepreneur that would like to create and sell their...

  • Head of Customer Service

    hace 2 semanas

    Madrid, España Softbank Investment advisers A tiempo completo

    Head of Customer Service - GelatoConnectAbout GelatoGelato’s mission is to empower the rapidly growing creator economy with local production and delivery of any customized item to any consumer on the planet. Its curated marketplace lowers the barriers and resolves the 'last mile' for any creator or entrepreneur that would like to create and sell their...

  • Head of Customer Service

    hace 3 semanas

    Madrid, España Softbank Investment advisers A tiempo completo

    Head of Customer Service - GelatoConnect About Gelato Gelato’s mission is to empower the rapidly growing creator economy with local production and delivery of any customized item to any consumer on the planet. Its curated marketplace lowers the barriers and resolves the 'last mile' for any creator or entrepreneur that would like to create and sell their...

  • Head Of Customer Service

    hace 1 semana

    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...

  • Head of Customer Service

    hace 2 meses

    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...

  • Head Of Customer Service

    hace 4 semanas

    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...

  • Head of Customer Service

    hace 3 meses

    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...

  • Head of Customer Value Delivery and Service Excellence

    hace 2 semanas

    Madrid, Madrid, España Mercell A tiempo completo

    Job SummaryThe Head of Customer Value Delivery will lead a team of Service Delivery Specialists across four countries, ensuring the successful implementation and integration of our SaaS solutions. This role focuses on driving process improvements, optimizing resource allocation, and ensuring financial control.

  • Head of Customer Service Team

    hace 2 semanas

    Madrid, Madrid, España Cigna A tiempo completo

    Cigna Healthcare is expanding its Customer Service department and seeks a highly skilled Operations Lead to join our team in Madrid. In this role, you will be responsible for managing operational KPIs, leading projects aiming at reducing OPEX or increasing quality of service, and fostering employee engagement and retention.The ideal candidate will have at...

  • Athens Customer Service Representative

    hace 1 semana

    Madrid, Madrid, España Head Hunt International A tiempo completo

    Leverage your exceptional communication skills and passion for delivering top-notch customer experiences in a dynamic and supportive team environment at Head Hunt International in Athens, Greece. Key Responsibilities:In this exciting role as an Athens Customer Service Representative, you will be the face of our company, providing unparalleled support to...

  • Head of Customer Experience Manager

    hace 3 semanas

    Madrid, Madrid, España Mercell A tiempo completo

    Job DescriptionAt Mercell, we're revolutionizing public procurement to make it accessible and effortless for everyone involved. Our mission is to create a seamless collaboration environment between public buyers and visionary suppliers, making great deals easier and shaping the future.We're looking for a talented Head of Customer Experience Manager to lead...

  • Head of Customer Value Delivery

    hace 1 mes

    Madrid, Madrid, España Mercell A tiempo completo

    Job SummaryAt Mercell, we're on a mission to revolutionize public procurement, making it accessible and effortless for everyone involved. As the Head of Customer Value Delivery, you will lead a team of Service Delivery Specialists across four countries, ensuring the successful implementation and integration of our SaaS solutions. This role focuses on driving...

  • Head Of Customer Value Delivery

    hace 1 mes

    Madrid, España Mercell A tiempo completo

    .Working at Mercell At Mercell, we're on a mission to revolutionize public procurement, making it accessible and effortless for everyone involved.Imagine a world where public buyers and visionary suppliers come together seamlessly to make a great deal easier and shape the future.That's what we're all about.With a dynamic culture built on continuous growth,...