Director of Customer Experience
hace 4 semanas
About Gelato
Gelato has established the 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, ensuring a more localized and sustainable production process. By matching supply with demand precisely, we minimize waste and reduce carbon emissions.
We do not own production assets; instead, we develop the software that connects premier 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. Our local production model, combined with precise supply-demand matching, leads to zero waste and lower carbon emissions.
Role Overview and Objectives:
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, data-driven strategic planning, a strong customer focus, proactive implementation of innovative practices (such as 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 operational efficiency and cost-effectiveness.
- Leadership: Direct, coordinate, supervise, and mentor teams of over 10 members and indirect outsourced partners.
- Customer Focus & Communication: Maintain exceptional attention to customer satisfaction and ensure clear communication with clients and various internal stakeholders.
- Adaptability: Excel in a fast-paced, ever-changing environment.
- Operational Efficiency: Drive enhancements in customer experience while managing operational expenses.
- Innovative Mindset: Eager to learn and implement new methodologies, utilizing advanced tools and technologies (e.g., AI-driven solutions).
- Experience with Automation: Proven background in customer service automation technologies (chatbots, AI-enhanced support).
- Accountability: Full responsibility for customer service P&L, operational goals, and related contracts.
- Team Management: Expertise in staff forecasting, developing and executing action plans, and managing large-scale procurement processes.
- CRM Proficiency: Skilled in CRM platforms like Intercom and Zendesk to enhance agent performance.
Key Responsibilities:
- Strategic Development: Formulate and implement customer service strategies for GelatoConnect in collaboration with the VP of Customer Service.
- Team Leadership: Recruit, train, and evaluate the performance of global customer service teams, including outsourced partners.
- Operational Excellence: Optimize operational costs and performance metrics, leveraging automation and AI to enhance efficiency and reduce expenses.
- Customer Experience Improvement: Continuously seek ways to enhance customer satisfaction, addressing issues while proactively identifying opportunities for improvement.
- Cross-Department Collaboration: Partner with other departments to ensure 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, analyzing data to identify recurring opportunities for enhancing customer satisfaction and automation. You will oversee your team's execution and performance, actively participating in resolving escalations as necessary, while also engaging in forecasting, budgeting, and reporting tasks.
As the advocate for the customer, you will represent their needs in meetings and discussions, working to reduce 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 vital 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.
- Proven success in leading teams and supervisors, including strong communication skills with C-Suite and clients, as well as cross-functional collaboration abilities.
- Excellent strategic thinking, problem-solving, and advanced troubleshooting skills.
- Self-motivated individual capable of taking full ownership and delivering results independently while continuously learning and applying new methodologies.
- Demonstrated experience with offshore and remote contact center operations; COPC certification is a plus.
- Bachelor's degree or equivalent experience.
- Willingness to travel as needed.
What to Expect at Gelato
We are a customer-centric organization with the ambition to transform the world by integrating technology with the printing industry, making it significantly more sustainable. Every team member must feel genuinely intrigued and motivated by our mission. We have high expectations. Our driven team sets ambitious goals, so we seek individuals who are truly passionate about their work and possess an entrepreneurial mindset. 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 vibrant 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.
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