Head of Customer Experience

hace 5 días

Madrid, Madrid, España Gelato A tiempo completo

About Gelato

Gelato is a pioneering company that has revolutionized the production of customized items, connecting a global network of production facilities to empower e-commerce entrepreneurs. Our mission is to make customized products more sustainable and accessible worldwide.

We own no assets, instead, we develop software that connects production facilities across the globe. With over 130 partners in 32 countries, we can reach more than 5 billion people in 72 hours with customized products in a smarter, faster, and greener way.

Gelato is changing the way customized products are produced on-demand. We are already empowering thousands of e-commerce entrepreneurs to grow and scale their businesses. With local production and exact matching of supply and demand, we reduce waste and carbon emissions.

Job Overview and Purpose

The ideal Head of Customer Service is a seasoned leader who excels in managing internal and outsourced teams, with a range of skills including critical thinking, data-driven strategic planning, customer obsession, and proactivity. In our fast-paced environment, the candidate must be able to quickly adapt, make decisions, and surface relevant questions to enhance customer experience while maintaining lean operational costs and high efficiency.

Key Responsibilities

  • Develop and execute a 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
  • Own and 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

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, 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 and Skills

  • 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

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 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.

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