Head of Customer Experience

hace 1 mes

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 operate without assets, focusing on software development that enables local production and exact matching of supply and demand. This approach reduces waste and carbon emissions, making us a leader in the industry.

Job Overview and Purpose

The ideal candidate for this role is a seasoned leader with experience in managing internal and outsourced teams. They should possess critical thinking skills, data-driven strategic planning, customer obsession, and the ability to prioritize effectively.

The Head of Customer Service will lead a team of +10 members and indirect outsourced partners, focusing on customer satisfaction and clear communication with clients and internal stakeholders. They will thrive in a dynamic environment, adapting quickly to changes and making decisions that enhance customer experience while maintaining lean operational costs.

Key Responsibilities
  • Develop and execute a comprehensive 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.
  • Optimize operational costs and health metrics, leveraging automation and AI to improve efficiency and reduce costs.
  • Continuously seek to improve customer experience, resolving issues and finding ways to increase customer satisfaction.
  • Collaborate with other departments for an integrated customer service approach and educate external partners on Gelato tools.
  • Create and maintain data analytics dashboards, keeping stakeholders informed on performance metrics and ensuring compliance with crisis management protocols.
Qualifications and Skills
  • Minimum of 4 years in leadership roles within customer service or direct customer-related fields.
  • Experience in the technology industry, with e-commerce experience being 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, with COPC being 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 a passion for innovation and sustainability. Our culture values collaboration, creativity, and camaraderie, and we encourage team members to work from our inspiring office spaces at least three days a week. We are a global company with 14 offices worldwide, fostering a dynamic and diverse work environment.

We ask that you please upload your CV in English, regardless of which country you are applying from.

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