Head of Customer Experience and Operations

hace 1 semana

Barcelona, Barcelona, España Gelato A tiempo completo
About Gelato

Gelato 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 Mission

We are changing the way customized products can be produced on-demand, reducing waste and carbon emissions. Our goal is to make a positive impact on the environment while providing innovative solutions for our customers.

Job Overview and Purpose of the Role

The ideal candidate for this role is an experienced leader who is comfortable leading internal and outsourced teams, with a range of skills that include critical thinking, data-driven strategic planning, customer focus, time management, and the ability to prioritize effectively.

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.

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.

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