Gelato has the world’s largest platform for producing personalized items 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 printers, logistics, and payment partners in 30 countries allows online stores - from startups to enterprises - to produce and deliver products anywhere in the world within 72 hours.

About Gelato

Gelato has the world’s largest platform for producing personalized items 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 printers, logistics, and payment partners in 30 countries allows online stores - from startups to enterprises - to produce and deliver products anywhere in the world within 72 hours.

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. We are looking for team members who are truly passionate about their work and who possess an entrepreneurial spirit. We have a strong culture, and everyone who joins our team must feel genuinely intrigued and motivated by our mission.

Role summary

Gelato is a global technology platform for printing, powered by real-time APIs connected to a network of professional print partners in 30 countries distributing to 100+ countries. We are now seeking a Head of Customer Service based in Oslo, London or Boston. This role represents an opportunity to join a fast-growing company with a true focus on customer experience. You will be a part of a highly-skilled, inspiring, and supportive team developing a product that is loved by companies all over the world. We are a team of 125+ people of 27 different nationalities with 11 offices across 6 timezones that value diversity and the sharing of ideas.

What you will be doing

As the Head of Customer Service, you will secure that Gelato’s customers have a seamless experience when they use our products & services. You will be working with cross-functional teams such as Product Development & Marketing to solve customer problems using technology. Working on multiple tasks at a fast pace is business as usual. The ideal candidate is a customer-obsessed curious problem solver, who wants to exceed expectations, is eager to learn and improve.

Your tasks will also include but not be limited to:

• Identifying opportunities and executing improvements through technology & automation

• Analyzing data to determine top contact drivers and then using root cause analysis to propose solutions.

• Deliver customer experience improvements measured by contact reduction (volume of calls/chats/emails to customer service) and customer satisfaction.

• Writing clear, concise documentation for internal policies.

• Launching new and innovative channels for customer service including social media.

• Managing escalations and suggestions from Customer Service agents.

• Assisting Customer Service agents with technical and knowledge support.

What we hope to learn about you

In order to be successful in this role you will need to have a start-up mentality and at least 5 years of management experience in the Customer Service or Customer Experience field.

We would like to see evidence of the following in your background:

• Track record of solving complex problems with technology. Experience in technology & software development is preferred

• Strong data analysis skills and experience working with business intelligence tools.

• A Bachelor's degree in Business Administration or relevant field with excellent academic results.

• At least 5 years of management experience in the Customer Service or Customer Experience field.

• 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.

• Strong client-facing and communication skills.

• All candidates should be business-fluent in English.

What we offer

We offer the rare opportunity to change the world in such that everyone around you can use the services you’ve been part of building. We’re not just another social web application; we’re improving one of the world’s largest industries. We offer you a chance to be part of a truly amazing journey in a company that sets very high targets and works hard to achieve them. You will be able to work with smart, motivated and engaged co-workers from all over the world, in an intense and very energetic environment. You will have a tangible impact on the way that we operate and expand our business. Working with some of the most ambitious colleagues out there you will have a ground floor opportunity to put all your experience and know-how to the test while learning at a speed you thought was impossible before joining. 

As we continue to grow we want you to grow with us and for the right candidate, there is no limit to where this opportunity might take you.