About Gelato
Gelato has built the world's largest and most global network for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards. We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production. With local production and exact matching of supply and demand, there is no waste, and carbon emissions are reduced. We own no assets - we build the software that connects world-class production facilities all across the world. We have more than 130 production partners in 32 countries. In 72 hours we can reach more than 5 billion people with customized products in a smarter, faster, and greener way. Gelato is changing the way that customized products can be produced on-demand. We are already empowering thousands of e-commerce entrepreneurs to grow and scale their businesses.
Job Overview and Purpose of the Role:
The ideal Head of Customer Service is an experienced leader who is comfortable leading internal and outsourced teams, with a range of skills that include critical thinking coupled with data-driven strategic planning, customer focus, time management, and the ability to prioritize effectively. In our fast-paced environment at Optimalprint, the candidate must be able to quickly adapt, take decisions, surface relevant and necessary questions in order to change and enhance customer experience, all while maintaining lean operational costs and high efficiency.
Key Responsibilities:Leadership: Lead and structure direct team members and indirect outsourced partners. Must have experience in leading business reviews, holding service providers accountable while collaborating with internal teams.Customer Obsession & Communication: Exceptional focus on customer satisfaction and clear communication with multiple stakeholders.Adaptability: Thrive in a dynamic, fast-paced environment with constant changes.Operational Efficiency: Drive improvements in customer experience while managing operational costs.Ownership & Accountability: Full ownership of CS P&L, operational targets, and contracts related to Customer Service.Staff Management: Expertise in staff forecasting, creating and implementing action plans, and managing large-scale procurement processes.CRM Expertise: Proficiency with CRM tools like Intercom and Zendesk to optimize agent experience.Customer Experience: Deep understanding of customer reviews, strategies for review collection, and implementing NPS to drive organizational change. 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.
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