Head of Customer Service

hace 4 semanas


Madrid, Madrid, España Gelato A tiempo completo

About Gelato

Gelato is a global network for on-demand production of customized items, connecting world-class production facilities worldwide. Our mission is to empower e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production. We own no assets, focusing on software development that connects production facilities across the globe.

We have more than 130 production partners in 32 countries, enabling us to reach over 5 billion people with customized products in a smarter, faster, and greener way. Our goal is to change the way customized products are produced on-demand, empowering thousands of e-commerce entrepreneurs to grow and scale their businesses.

Job Overview and Purpose

The ideal candidate for this role is an experienced leader who can manage internal and outsourced teams, with a range of skills including critical thinking, data-driven strategic planning, customer obsession, and proactivity. In a 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 customer service strategy for GelatoConnect, together 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.

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


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