Head - Customer Service - eCommerce

This role will take ownership of customer service for our client 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 client's services. You will be a partner for our client's 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

- Design processes for new contact types, both manually (handled by associates) and by technology

- Grow and build the customer service team and secure that operational targets are met

- Play a key role in advocating for emerging customer issues

- Ensure all team members who handle customer contacts radiate the same high degree of professionalism and customer obsession

- Lead our team of customer service agents and manage the day to day operations (staffing, planning, quality)

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 5 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