Work at Gelato

Customer Experience Manager (Optimalprint)

About Gelato

Gelato has built the world's largest and most global networks for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards, We support a new wave of e-commerce entrepreneurs and the global shift towards local and more sustainable production.

We own no assets - we build the software that connects world-class production facilities all across the world. We already have more than 100 production partners in 30 countries. In 72 hours we can reach more than 5 billion people and potential consumers in a smarter, faster, and greener way.

In many ways, we at Gelato are rethinking how digital fabrication of customized products can be done on-demand. Just imagine what will happen when we add 3D printing capabilities to this global service. We are already empowering thousands of e-commerce entrepreneurs to grow and scale their businesses. Again, thanks to the products being produced locally we produce what you need when you need it, and where you need it. In other words, we reduce waste and carbon emissions.

Together we can increase global GDP by effectively supporting - local on-demand production.

What you will be doing

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 Optimalprint’s services. As a partner for our commercial and operational teams, you use the insight you gain from customers to drive changes that improve the customer experience. This is a hands-on role where you need to both dive deep and solve customer escalations and zoom out to work with strategy and technology such as chatbots.

This role includes:

  • 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 and define new processes to improve our contact handling
  • Ensure all team members who handle customer contacts radiate the same high degree of professionalism and customer obsession
  • Design processes for new contact types, both manually (handled by associates) and by technology
  • Increase customer satisfaction and make data-driven recommendations to improve the Optimalprint customer experience
  • Launch new and innovative channels for customer service including social media
  • Manage escalations and suggestions from Customer Service agents
  • Grow and build the customer service team ahead of peak 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
  • 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 Optimalprint

Optimalprint is part of the Gelato group. We are a customer-obsessed team with the ambition to change the world by connecting technology to the printing industry and making it more sustainable. Everyone who joins our team must feel genuinely intrigued and motivated by our mission. We expect a lot. We have big goals and 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.


All candidates must have the legal right to work in the EU and will be expected to provide documentation to support this status. Unfortunately, we are unable to sponsor visa or relocation at this time.

If you have any questions you can contact us:

Apply for this position

Gelato Consumer
Customer Service
Customer Experience Manager (Optimalprint)

If you have any questions you can contact us:

Apply for this position

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Who we are

We’re a team of 100+ people, 25 nationalities, spread across 6 timezones. We are on a mission to change the way physically printed collaterals are produced. We’ve come a long way building a network of partners across the world, however, there are still loads of challenges and opportunities ahead. Want to join us on this journey?

About Gelato

Communication is a fundamental human need and print is a powerful tool to help people communicate their creativity and passion. Perhaps this is why commercial printing has become one of the largest industries on the planet. Gelato's state of the art global print cloud facilitates local printing at a scale greater than the world has ever seen before. Learn more

What we offer

The rare opportunity to change the world such that everyone around you can use the services you’ve been part of building. We’re not just another web application; we’re changing one of the world’s largest industries. Join a motivated, hard-working and passionate team in a dynamic and energetic startup environment.

Our culture

We are a global company with a global team. We hire for attitude and train for skills. We battle over ideas - which is why we don't believe in hierarchies - we all have equal value. We believe innovation happens when the quality of an idea matters, not the person who had it. We collaborate and build relationships. We speak about things as they are and how they feel.