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 34 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.
Together we can increase global GDP by effectively supporting local on-demand production.
What you will be doing
The Head of Customer Support is a highly visible key role in Gelato. This leader will have the opportunity to build and run a global support team for long term growth with high impact. 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.
Some areas of this role include:
Be equal parts' strategist, innovator, and doer who can set a long-term vision and roadmap to deliver best-in-class support.
Partner with product and commercial teams, and use the insights in the support team to drive changes that improve the customer experience and cost efficiency
Spearhead efforts to drive a digital-first support strategy, spectacularly increasing and improving self-service options and resources for customers
Grow and build the customer support team and secure that operational targets are met
Ensure all team members who handle customer contacts radiate the same high degree of professionalism and customer obsession
Lead our support strategy and team of customer service agents (staffing, planning, quality)
Who you are
In order to be successful in this role, you will need to have a start-up mentality. You are committed to excel with energy and endurance while you understand that building a company is hard but satisfying work. You have superior communication skills, high integrity and great attention to detail
Moreover, we would like to see evidence of the following in your profile:
5+ years experience leading technical and non-technical support teams across a wide range of technologies and understand what it takes to deliver “great” support experiences.
Track record of solving problems with technology
You have a deep understanding of the tools and metrics that drive a successful support organization and have a data-driven approach to delivering results.
You have implemented large-scale changes, designed to improve support outcomes.
Ability to adapt, change and grow quickly as we build the organization
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.