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Director of Customer Experience

hace 2 meses

Madrid, Madrid, España Gelato A tiempo completo

About Gelato
Gelato has established the world's largest and most extensive network for on-demand production of personalized items such as t-shirts, wall art, mugs, books, hoodies, and cards. We empower a new generation of e-commerce entrepreneurs to market their creativity globally, while promoting local and sustainable production methods. By ensuring local manufacturing and precise alignment of supply and demand, we minimize waste and reduce carbon emissions.

We do not own production assets; instead, we develop the software that connects top-tier production facilities worldwide. With over 130 production partners across 32 countries, we can reach more than 5 billion people within 72 hours, delivering customized products in a smarter, faster, and more environmentally friendly manner.

Gelato is revolutionizing the production of customized products on demand. We are already enabling thousands of e-commerce entrepreneurs to expand and scale their businesses. With local production and precise supply-demand matching, we effectively eliminate waste and reduce carbon emissions.

Role Overview and Purpose:

The ideal candidate for the Head of Customer Service position is a seasoned leader adept at managing both internal and outsourced teams. Key skills include: critical thinking combined with data-driven strategic planning, a strong customer focus, proactive implementation of innovative practices (e.g., AI-driven solutions), and effective prioritization. In Gelato's dynamic environment, the candidate must swiftly adapt, make informed decisions, and raise pertinent questions to enhance customer experience while maintaining lean operational costs and high efficiency.

  • Leadership: Direct, coordinate, oversee, and mentor teams of over 10 members, including indirect outsourced partners.
  • Customer Focus & Communication: Exceptional commitment to customer satisfaction and clear communication with clients and various internal stakeholders.
  • Adaptability: Flourish in a fast-paced, ever-changing environment.
  • Operational Efficiency: Drive enhancements in customer experience while managing operational expenses.
  • Innovative Mindset: Eagerness to learn and adopt new methodologies, utilizing advanced tools and technologies (e.g., AI-driven).
  • Experience with Automation: Proven track record with customer service automation technologies (chatbots, AI-powered support).
  • Accountability: Full responsibility for customer service P&L, operational objectives, and related contracts.
  • Staff Management: Expertise in workforce forecasting, action plan development, and large-scale procurement management.
  • CRM Proficiency: Skilled in CRM tools like Intercom and Zendesk to enhance agent experience.

Key Responsibilities:

  • Strategic Development: Formulate and implement customer service strategy for GelatoConnect in collaboration with the VP of Customer Service.
  • Team Leadership: Recruit, train, and assess the performance of global customer service teams, including outsourced providers.
  • Operational Improvement: Own and optimize operational costs and health metrics, leveraging automation and AI to enhance efficiency and reduce expenses.
  • Customer Experience Enhancement: Continuously strive to improve customer experience, addressing issues while proactively seeking ways to boost customer satisfaction.
  • Collaboration: Partner with other departments for a cohesive customer service approach and educate external partners on Gelato tools.
  • Performance Monitoring: Develop and maintain data analytics dashboards, keeping stakeholders updated on performance metrics and ensuring compliance with crisis management protocols.

Daily Responsibilities:

The Head of Customer Service role encompasses various hands-on tasks aimed at improving customer experience and operational efficiency. Daily activities include designing and refining support workflows, conducting data analysis to identify recurring opportunities for enhancing customer satisfaction and automation. You will oversee your team's execution and performance, actively engaging in resolving escalations as necessary, while participating in forecasting, budgeting, and reporting activities.

As the voice of the customer, you will advocate for their needs in meetings and discussions, working to minimize tickets per order (TPO%) by addressing root causes. For instance, implementing an AI-driven chatbot to manage common inquiries allows agents to concentrate on more complex issues. Collaboration with Product and Network teams is crucial for driving improvements.

Qualifications - Skills, Abilities, and Experience:

  • Minimum of 4 years in leadership roles within customer service or related fields.
  • Experience in the technology sector; e-commerce experience is advantageous.
  • Demonstrated success in leading teams and supervisors, with strong communication skills for C-Suite and client-facing interactions, as well as cross-functional collaboration.
  • Excellent strategic thinking, problem-solving, and advanced troubleshooting capabilities.
  • Self-motivated individual capable of taking full ownership and driving results independently, while continuously learning and applying new methodologies.
  • Proven experience with offshore and remote contact center operations; COPC certification is a plus.
  • Bachelor's degree or equivalent experience.
  • Willingness to travel as needed.

Work Culture at Gelato
We are a customer-centric team with the ambition to transform the world by linking technology to the printing industry and making it significantly more sustainable. Every individual who joins our team must feel genuinely intrigued and motivated by our mission. We set high expectations. Our driven team has ambitious goals, so we seek individuals who are truly passionate about their work and possess an entrepreneurial spirit. Our culture is distinctive, and we adhere to our values, making it worthwhile to learn more about our culture and operational approach before submitting your application.

At Gelato, we take pride in 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, facilitating meaningful connections and collective growth.

Finally, we request that you upload your CV in English, regardless of your location.