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Head of Customer Experience

hace 2 meses

Barcelona, Barcelona, España Gelato A tiempo completo

About Gelato

Gelato is a leading provider of on-demand production solutions for customized items, 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 faster, smarter, and more sustainable.

Job Overview

The ideal candidate for this role is a seasoned leader with a proven track record in customer service and experience in leading teams. The successful candidate will be responsible for developing and executing customer service strategies that align with business goals, enhancing the customer journey, and driving operational 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. The successful candidate will oversee the implementation of new support channels, resolve escalations promptly, and participate in forecasting, budgeting, and managing budgets for process improvements.

Requirements

  • Leadership Experience: Minimum of 4 years in leadership roles within customer service or direct customer-related fields.
  • E-commerce Experience: Experience in the e-commerce industry is a plus.
  • Technology Industry Experience: Experience in the technology industry and crisis management, including C-Suite communication.
  • Team Management: Demonstrated success in leading teams and supervisors, with strategic thinking and cross-functional collaboration skills.
  • CRM Expertise: Proficiency with CRM tools like Intercom and Zendesk to optimize agent experience.
  • Customer Experience: Deep understanding of customer reviews, strategies for review collection, and implementing NPS to drive organizational change.
  • Communication Skills: Strong client-facing communication skills and proficiency with customer service software and tools.
  • Problem-Solving Skills: Excellent problem-solving, advanced troubleshooting, and multi-tasking abilities.
  • Self-Starter: Self-starter capable of driving results without direct oversight.
  • Customer Experience Expertise: Expertise in enhancing customer experience, including social proof strategies and Net Promoter Score (NPS) implementation.