Project Manager, Customer Service (API)

About Gelato

Gelato is the world’s largest platform for producing personalized items and distributing them across the planet. We strive to give everyone the opportunity to build a global business and share their creativity in a smarter, faster, and greener way.

Our network of more than 100 production, logistics, and payment partners in 30 countries allows online stores - from startups to enterprises - to produce and deliver products to their customers anywhere in the world within an average of 72 hours.

What you will be doing

This role will take ownership of customer service for Gelato’s B2B platform. 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. You will be a partner for our product and commercial teams, and use the insight you gain from your contact with customers to drive changes that improve the customer experience. This is a hands-on role where you need to be able to both dive deep and solve customer escalations and zoom out to work with strategy and technology such as chatbots.

Some areas of this role include:

• Advocate for root cause resolutions and make data-driven recommendations to improve Gelato’s customer experience
• 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
• Design processes for new contact types, both manually (handled by associates) and by technology
• Ensure all team members who handle customer contacts radiate the same high degree of professionalism and customer obsession
• Manage escalations and suggestions from Customer Service agents
• Grow and build the customer service team 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, preferably in a B2B setting
• 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 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.