Work at Gelato

Project Manager, Customer Service

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

This role will take ownership of customer service for Gelato’s 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 Gelato’s services. You will be a partner for our 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
  • 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
  • Design processes for new contact types, both manually (handled by associates) and by technology
  • Ensure all team members who handle customer contacts radiate the same high degree of professionalism and customer obsession
  • Manage escalations and suggestions from Customer Service agents
  • Grow and build the customer service team 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, 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

What it’s like to work at Gelato

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. Everyone who joins our team must feel genuinely intrigued and motivated by our mission. We expect a lot. We are a driven team with big goals, so we 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.

If you have any questions you can contact us:

Apply for this position


Customer Service
Project Manager, Customer Service

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.