Job Overview and purpose of the role:

The ideal Head of Customer Service is a experienced leader who is comfortable leading internal and outsourced teams, with a range of skills that include; critical thinking coupled with data driven strategic planning, customer focus, time management, and the ability to prioritize effectively. In our fast-paced environment at Optimalprint, the candidate must be able to quickly adapt, take decisions, surface relevant and necessary questions in order to change and enhance customer experience, all while maintaining lean operational costs and high efficiency.

• Leadership : Lead and structure direct team members and indirect outsourced partners. Must have experience in leading business reviews, holding service providers accountable while collaborating with internal teams.
• Customer Obsession & Communication: Exceptional focus on customer satisfaction and clear communication with multiple stakeholders
• Adaptability: Thrive in a dynamic, fast-paced environment with constant changes.
• Operational Efficiency: Drive improvements in customer experience while managing operational costs.
• Ownership & Accountability: Full ownership of CS P&L, operational targets, and contracts related to Customer Service.
• Staff Management: Expertise in staff forecasting, creating and implementing action plans, and managing large-scale procurement processes.
• CRM Expertise: Proficiency with CRM tools like Intercom and Zendesk to optimize agent experience.
• Customer Experience: Deep understanding of customer reviews, strategies for review collection, and implementing NPS to drive organizational change.

Key responsibilities:

• Develop and Execute Strategies: Formulate and implement customer service strategies that align with business goals and enhance the customer journey.
• Team Leadership and Management: Recruit, train, and manage the performance of global customer service teams, including outsourced providers.
• Operational Efficiency: Own and optimize operational costs and health metrics, leveraging automation and AI to improve efficiency and reduce costs.
• Customer Experience Enhancement: Continuously improve customer experience, handle escalations promptly, and resolve issues efficiently.
• Technology Implementation: Oversee the implementation and management of customer service technologies, including CRM tools like Intercom and Zendesk.
• Collaboration and Communication: Work with other departments for an integrated customer service approach and educate external partners on Optimalprint and Gelato tools.
• Performance Monitoring: Create and maintain data analytics dashboards, keeping stakeholders informed on performance metrics and ensuring compliance with crisis management protocols.
• Brand Image and NPS Culture: Enhance the brand image on public forums, implement NPS best practices, and develop strategies for reviews and social proof to showcase a customer-centric brand.

Day-to-day tasks:

The Head of Customer Service role involves various hands-on tasks aimed at enhancing customer experience and operational efficiency. Daily activities include designing and optimizing support workflows, managing time effectively, and conducting data analysis to identify recurring issues impacting customer satisfaction. You will oversee the implementation of new support channels, resolve escalations promptly, and participate in forecasting, budgeting, and managing budgets for process improvements. Building and maintaining vendor relationships, managing high-profile incidents, and escalating widespread issues are also key responsibilities.

As the voice of the customer, you will advocate for their needs in meetings and forums, working to reduce tickets per order (TPO%) by addressing root causes. For example, implementing an AI-driven chatbot to handle common inquiries allows agents to focus on complex issues. Collaboration with Product & Tech, Engineering, and Marketing teams is essential to drive improvements. Regular tasks include using CRM tools like Intercom and Zendesk to optimize agent performance and implementing social proof strategies and Net Promoter Score (NPS) initiatives. Presenting findings and recommendations to senior-level executives, you will leverage customer feedback to drive enhancements, ensuring high customer satisfaction and continuous improvement.

Qualifications - skills, abilities and experience

Minimum of 4 years in Leadership roles within customer service or direct customer related fields. E-commerce experience is a plus.

Experience in the technology industry and crisis management, including C-Suite communication

Demonstrated success in leading teams and supervisors, with strategic thinking and cross-functional collaboration skills

Bachelor’s degree or equivalent experience

Proven experience with offshore and remote contact center operations. COPC is a plus.

Solid understanding of OSV contracts, negotiation principles, and financial accounting

- Strong client-facing communication skills and proficiency with customer service software and tools

- Ability to interpret complex business information and perform data analysis

- Excellent problem-solving, advanced troubleshooting, and multi-tasking abilities

- Self-starter capable of driving results without direct oversight

- Expertise in enhancing customer experience, including social proof strategies and Net Promoter Score (NPS) implementation

- Experience with CRM tools like Intercom, Zendesk, or similar platforms.

- Knowledge of AI and automation in customer service processes

- Ability to oversee support system incidents and high-profile escalations

-Ability to travel when required