Head of Customer Experience
hace 2 semanas
Gelato is a pioneering company that has revolutionized the way customized products are produced on-demand. Our innovative platform connects a global network of production facilities, empowering e-commerce entrepreneurs to sell their creativity worldwide. With a focus on sustainability and local production, we reduce waste and carbon emissions, making us a leader in the industry.
We own no assets, instead, we develop software that integrates world-class production facilities across the globe. Our network spans 32 countries, with over 130 production partners. In just 72 hours, we can reach over 5 billion people with customized products in a smarter, faster, and greener way.
Job Overview and PurposeThe ideal candidate for this role is an experienced leader who excels in managing internal and outsourced teams. They should possess critical thinking, data-driven strategic planning, customer obsession, and the ability to prioritize effectively. In our fast-paced environment, the candidate must be able to adapt quickly, make decisions, and surface relevant questions to enhance customer experience while maintaining lean operational costs and high efficiency.
Key Responsibilities- Develop and execute a comprehensive customer service strategy for GelatoConnect, in collaboration with the VP of CS.
- Recruit, train, and manage the performance of global customer service teams, including outsourced providers.
- Optimize operational costs and health metrics, leveraging automation and AI to improve efficiency and reduce costs.
- Continuously seek to improve customer experience, resolving issues while proactively finding ways to increase customer satisfaction.
- Collaborate with other departments for an integrated customer service approach and educate external partners on Optimalprint and Gelato tools.
- Create and maintain data analytics dashboards, keeping stakeholders informed on performance metrics and ensuring compliance with crisis management protocols.
- Minimum of 4 years in Leadership roles within Customer Service or direct customer-related fields.
- Experience in the technology industry; E-commerce experience is a plus.
- Demonstrated success in leading teams and supervisors, including strong C-Suite and client-facing communication as well as cross-functional collaboration skills.
- Excellent strategic thinking, problem-solving, and advanced troubleshooting abilities.
- Self-starter capable of taking full-ownership and driving results without direct oversight, while constantly learning and applying new ways of working.
- Proven experience with offshore and remote contact center operations; COPC is a plus.
- Bachelor's degree or equivalent experience.
- Ability to travel when required.
We are a customer-obsessed team with a mission to change the world by connecting technology to the printing industry and making it more sustainable. We expect a lot from our team members, who must be genuinely intrigued and motivated by our mission. Our culture is unique, and we live by our values. We encourage team members to work from our inspiring office spaces at least three days a week, allowing for meaningful connections and collective growth. We ask that you please upload your CV in English, regardless of which country you are applying from.
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