Work in Gelato

Head of Customer Service (Optimalprint)

About Optimalprint

We’re changing the way people think about printing. Not that long ago, we were a company delivering greeting cards to families. Now we have built a global print cloud reaching more than 5 billion people. For our customers, Optimalprint represents a smarter way of bringing memories to life.

You might be thinking that we print less and less. As a matter of fact, personalized products for families and loved ones have grown very fast during the last 10 years. Today, you take about 1,000 photos with your phone every year. Optimalprint helps you to enjoy and share your photos by printing them in beautiful products in an easy, affordable, and sustainable way.

Why join Optimalprint?

Gelato’s consumer brand, Optimalprint, is an e-commerce leader in personalized photo and design products for consumers across 23 markets in Europe, North America, South America, Oceania and Asia. The brand is growing rapidly by delivering high-quality products, fast, affordable, and sustainable because they are produced locally. Optimalprint does not own any print machines. We connect with print partners all across the world. Optimalprint has the highest customer satisfaction scores in all its markets (measured independently) and the highest-rated photo printing app in the App Store and Google Play store. We are working hard to innovate and continue to bring new products and the best user experience to the market. For our customers, Optimalprint represents a smarter and more sustainable way of bringing their memories into their daily lives.

Our culture is best described as team-oriented with highly energized and open-minded people from the best companies and schools in the world. Each team member has taken an active choice to join. Almost everyone in the Optimalprint team has a different nationality and comes from different parts of the world.

The position

We are currently seeking a Head of Customer Service. Customer obsession is at the heart of what we do at Optimalprint, serving customers in 23 markets with a growing series of locally produced photo products to capture their memories and creativity. Today we have a team of talented customer service associates and in this role you would lead that group, both managing the day to day operations (staffing, planning, quality) but play a key role in advocating for emerging customer issues and defining new processes to improve our contact handling. This is a hands-on role- you need to be able to dive deep (for example taking customer escalations) but also zoom out and engage with Customer Service technology (chatbots) and strategy. We have a 100% satisfaction guarantee at Optimalprint and we want our customers to be able to get prompt and effective support while learning from all issues to further improve our business.

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. You are a partner to our commercial and operational teams, taking the insights from customer contacts and driving changes that improve the customer experience. You help plan and onboard new customer service associates and ensure that customer satisfaction levels remain world-class.

Some areas of this role include:

  • Leading our team of customer service agents and ensuring that main contact drivers have clear handling processes and are shared with key stakeholders
  • Ensuring all team members handling customer contacts radiate the same high degree of professionalism and customer obsession
  • Designing processes for new contact types both manual (handled by associates) and using technology to prevent the need for intervention in the future
  • Increasing customer satisfaction and making data-driven recommendations to improve the Optimalprint customer experience
  • Launching new and innovative channels for customer service including social media
  • Managing escalations and suggestions from Customer Service agents
  • Growing and building the customer service team ahead of peak and securing operational targets are met (handling time, service level, repeat contact rate)

Who you are

To be successful in this role, you will need to have a start-up mentality and at least 3 years of experience in the Customer Service or Customer Experience field. We would like to see evidence of 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.
  • Passion for customer service and experience

These are the early days. Come join us, and help us re-imagine the distribution of creativity.

What it’s like to work at Optimalprint

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.


All candidates must have the legal right to work in the UK 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
Head of Customer Service (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.