Customer Experience Manager for Optimalprint.com

About Optimalprint

Optimalprint is a fast-growing tech company, selling personalized photo and design products to millions of consumers across 23 markets in Europe, North America, South America, Oceania, and Asia.

With the highest customer satisfaction scores in all its markets, we bring new products and offer the best user experience. For our customers, Optimalprint represents a fast, affordable, smarter, and more sustainable way of bringing memories into their daily lives.

We have a 100% satisfaction guarantee and want our customers to be able to get prompt and effective support while learning from issues to improve our business.

What you will be doing

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 Optimalprint’s services. As a partner for our commercial and operational teams, you use the insight you gain from customers to drive changes that improve the customer experience. This is a hands-on role where you need to both dive deep and solve customer escalations and zoom out to work with strategy and technology such as chatbots.

This role includes:

• Lead our team of customer service agents and manage the day to day operations (staffing, planning, quality)
• Play a key role in advocating for emerging customer issues and define new processes to improve our contact handling
• Ensure all team members who handle customer contacts radiate the same high degree of professionalism and customer obsession
• Design processes for new contact types, both manually (handled by associates) and by technology
• Increase customer satisfaction and make data-driven recommendations to improve the Optimalprint customer experience
• Launch new and innovative channels for customer service including social media
• Manage escalations and suggestions from Customer Service agents
• Grow and build the customer service team ahead of peak and secure that operational targets are met

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 3 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
• 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 Optimalprint

Optimalprint is part of the Gelato group. We are a customer-obsessed team with the ambition to change the world by connecting technology to the printing industry and making it more sustainable. Everyone who joins our team must feel genuinely intrigued and motivated by our mission. We expect a lot. We have big goals and 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.

To apply please go to https://www.gelato.com/en-US/open-position/C8FF231AA9/