Head Of Customer Service - Gelatoconnect

Job Overview and purpose of the role:

The ideal Head of Customer Service is an experienced leader who is comfortable managing internal and outsourced teams, with a range of skills that include: critical thinking coupled with data-driven strategic planning, customer obsession, proactivity to implement new ways of working (e.g. AI-driven), and the ability to prioritize effectively. In the fast-paced environment, Gelato operates, the candidate must be able to quickly adapt, make decisions, and surface relevant and necessary questions to change and enhance customer experience, all while maintaining lean operational costs and high efficiency.

• Leadership: Lead, coordinate, oversee, and coach teams of +10  members and indirect outsourced partners
• Customer Obsession & Communication:  Exceptional focus on customer satisfaction and clear communication with clients and different internal stakeholders
• Adaptability: Thrive in a dynamic, fast-paced environment with constant changes
• Operational Efficiency:  Drive improvements in customer experience while managing operational costs
• Out-of-the-box mentality: Eagerness to learn and implement new ways of working, leveraging new tools and advances (e.g. AI-driven)
• Proven experience with CS automation technologies (chatbots, AI-powered customer support) 
• Ownership, accountability and reporting: 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

Key responsibilities:

• Strategy: Develop and execute CS strategy for GelatoConnect, together with the VP of CS
• Team Leadership and Management: Recruit, train, and manage the performance of global customer service teams, including outsourced providers
• Operational Efficiency, automation and new ways of working: Own and optimize operational costs and health metrics, leveraging automation and AI to improve efficiency and reduce costs
• Customer experience enhancement: Continuously seek to improve customer experience, resolving issues while proactively finding ways to increase customer satisfaction
• Collaboration: Work with other departments for an integrated customer service approach and educate external partners on Optimalprint and Gelato tools
• Performance Monitoring and reporting: 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. 

As the voice of the customer, you will advocate for their needs in meetings and forums, working to reduce tickets per order (TPO%) by addressing root causes. For example, implementing an AI-driven chatbot to handle common inquiries allows agents to focus on complex issues. Collaboration with Product and Network teams is essential to drive improvements.

Qualifications - skills, abilities and experience 

• 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