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Head of Customer Experience, GelatoConnect

3 months ago

Stockholm, Sweden Gelato Full time

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. With local production, and exact matching of supply and demand, there is no waste and carbon emissions are reduced.

Job Overview and purpose of the role:

The ideal Head of Customer Service is a 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.


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 stakeholdersAdaptability: 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.

Key responsibilities:

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.Operational Efficiency: Own and optimize operational costs and health metrics, leveraging automation and AI to improve efficiency and reduce costs.Customer Experience Enhancement: Continuously improve customer experience, handle escalations promptly, and resolve issues efficiently.Technology Implementation: Oversee the implementation and management of customer service technologies, including CRM tools like Intercom and Zendesk.Collaboration and Communication: Work with other departments for an integrated customer service approach and educate external partners on Optimalprint and Gelato tools.Performance Monitoring: Create and maintain data analytics dashboards, keeping stakeholders informed on performance metrics and ensuring compliance with crisis management protocols.Brand Image and NPS Culture: Enhance the brand image on public forums, implement NPS best practices, and develop strategies for reviews and social proof to showcase a customer-centric brand.

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, managing time effectively, and conducting data analysis to identify recurring issues impacting customer satisfaction. You will oversee the implementation of new support channels, resolve escalations promptly, and participate in forecasting, budgeting, and managing budgets for process improvements. Building and maintaining vendor relationships, managing high-profile incidents, and escalating widespread issues are also key responsibilities.


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 & Tech, Engineering, and Marketing teams is essential to drive improvements. Regular tasks include using CRM tools like Intercom and Zendesk to optimize agent performance and implementing social proof strategies and Net Promoter Score (NPS) initiatives. Presenting findings and recommendations to senior-level executives, you will leverage customer feedback to drive enhancements, ensuring high customer satisfaction and continuous improvement.



Qualifications - skills, abilities and experience 

Minimum of 4 years in Leadership roles within customer service or direct customer related fields. E-commerce experience is a plus.

Experience in the technology industry and crisis management, including C-Suite communication

Demonstrated success in leading teams and supervisors, with strategic thinking and cross-functional collaboration skills

Bachelor’s degree or equivalent experience 

Proven experience with offshore and remote contact center operations. COPC is a plus.

Solid understanding of OSV contracts, negotiation principles, and financial accounting

- Strong client-facing communication skills and proficiency with customer service software and tools

- Ability to interpret complex business information and perform data analysis

- Excellent problem-solving, advanced troubleshooting, and multi-tasking abilities

- Self-starter capable of driving results without direct oversight

- Expertise in enhancing customer experience, including social proof strategies and Net Promoter Score (NPS) implementation

- Experience with CRM tools like Intercom, Zendesk, or similar platforms.

- Knowledge of AI and automation in customer service processes

- Ability to oversee support system incidents and high-profile escalations

-Ability to travel when required



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.

At Gelato, we pride ourselves on our global presence with 14 offices worldwide, fostering a dynamic and diverse work environment. Rooted in a culture that values collaboration, creativity, and camaraderie, we actively cultivate a company culture that thrives on shared experiences. We encourage team members to embrace this culture by working from our inspiring office spaces at least three days a week, allowing for meaningful connections and collective growth. 

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