Head Of Customer Service

About the job

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 and the global shift towards local and more sustainable production.

We own no assets - we build the software that connects world-class production facilities all across the world. We already have more than 100 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. With local production, and exact matching of supply and demand, there is no waste and carbon emissions are reduced. We aspire to

Together we can increase global GDP by effectively supporting local on-demand production.

What you will be doing

This role will take ownership of customer service for Gelato’s B2B platform. The ideal candidate is a customer-obsessed curious problem solver, who wants to exceed expectations, is eager to learn, and will advocate for customers to improve Gelato’s services. You will be a partner for our product and commercial teams, and use the insight you gain from your contact with customers to drive changes that improve the customer experience. This is a hands-on role where you need to be able to both dive deep and solve customer escalations and zoom out to work with strategy and technology such as chatbots.

Some areas of this role include:

• Advocate for root cause resolutions and make data-driven recommendations to improve Gelato’s customer experience
• Design processes for new contact types, both manually (handled by associates) and by technology
• Grow and build the customer service team and secure that operational targets are met
• Play a key role in advocating for emerging customer issues
• Ensure all team members who handle customer contacts radiate the same high degree of professionalism and customer obsession
• Lead our team of customer service agents and manage the day to day operations (staffing, planning, quality)

Who you are

To be successful in this role, you are passionate about customer service and customer experience. You have a start-up mentality and at least 5 years of experience in this field. We would like to see the following in your background:

• A bachelor's degree in business administration or relevant field with excellent academic results
• Track record of solving problems with technology
• Data analysis skills and experience working with business intelligence tools
• 3+ years of management experience in the customer service or customer experience field, preferably in a B2B setting
• Ability to adapt, change and grow quickly as we build the organization
• Excellent people and time management skills with great attention to detail
• Strong client-facing and communication skills

What it’s like to work at Gelato

We are a customer-obsessed team with the ambition to change the world by connecting technology to the printing industry and making it much more sustainable. Everyone who joins our team must feel genuinely intrigued and motivated by our mission. We expect a lot. We are a driven team with big goals, so we seek individuals who are genuinely passionate about their work and possess an entrepreneurial spirit. Our culture is unique and we live by our values, so it's worth learning more about our culture and how we work before presenting your application.