What you will be doing
Drive a highly visible customer advocacy program.
Define the customer service contact reduction initiatives for the program and gain consensus and clear alignment with other teams within Gelato.
Deliver customer experience improvements measured by contact reduction (volume of calls/chats/emails to customer service).
Managing escalations and suggestions from Customer Service agents.
Assisting Customer Service agents with technical and knowledge support.
Writing clear, concise documentation and creating flowcharts for internal policies.
Analyzing data to determine top contact drivers and then using root cause analysis to propose solutions.
Working with cross-functional teams such as Product Development & Marketing to solve customer problems in the short and long term.
Measuring and improving quality and customer satisfaction scores for contacts handled.
Identifying opportunities for process improvements through smart use of technology and tools.
Launching new and innovative channels for customer service including phone, social media, and chat.
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.
Besides these experiences and attributes we would like to see evidence of the following in your background:
A Bachelor's degree in Business Administration or relevant field with excellent academic results.
3-5 years of experience in the Customer Service or Customer Experience field and working with data.
Strong data analysis skills with experience advocating for customer improvements.
Decision Making and complex problem-solving system thinker who proactively gathers the right data from appropriate sources to make the right decisions.
Ability to adapt, change and grow quickly as we build the organization. A true entrepreneur.
Customer obsession in everything you do.
Excellent people and time management skills with great attention to detail.
A proven ability to influence change at all levels within an organization.
Strong client-facing and communication skills.
All candidates should be business-fluent in English.
This job comes with several perks and benefits
Get your caffeine fix to get you started and keep you going.
Easy access and treehugger friendly workplace.
Want to be a partner? Look no further.