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 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

As Senior Support Specialist, you will help Gelato to grow, develop and reimagine its global support operations. By handling escalations and engaging directly with our customers and our engineering teams, you will make real time decisions on the short term fixes and resolution needed as well as recommendations on the long term process improvements. This is a hands-on role where you need to be able to both dive deep and solve partner escalations and zoom out to work with data and identify root cause solutions using technology.

Some areas of this role include:

• Effectively resolve escalations with high quality, speed, empathy and accuracy

• Drive cross-functional projects to reduce escalations and improve customer experience

• Play a key role in advocating for emerging customer issues by identifying trends and making data-driven recommendations

• Build new processes and playbooks that help Gelato to scale

• Identify automation opportunities, working closely with the engineering team to build technology solutions

• Creative thinker who can dive deep into details while staying aligned with long term plans and challenge the existing process as well

• Excellent communicator both verbally and written with an ability to communicate with customers & business

Who you are

To be successful in this role, you will need to have a start-up mentality. You are a customer-obsessed problem solver, eager to learn and improve. You are committed to excel with energy and endurance while you understand that building a company is hard but satisfying work. You are comfortable interacting with senior stakeholders, able to articulate complex concepts and not afraid to challenge the status quo.

Moreover, we would like to see evidence of the following in your profile:

• University degree, and 2-5 years of relevant experience in customer or technical support

• A bachelor's degree in business administration or relevant field with excellent academic results

• A drive to dig into the details of a system or process to solve customer problems

• Identify, analyze, and interpret trends or patterns in complex data sets

• Locate and define new process improvement opportunities

• Ability to adapt, change and grow quickly as we build the organization

• Excellent organizational and time management skills with great attention to detail

• Excellent customer support skills, and possess a high degree of logic, tact and patience under pressure while maintaining a positive attitude

• An entrepreneurial mindset that allows you to find new solutions to issues that arise

• All candidates should be business-fluent in English

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.