Customer Service Operations Manager, Cimpress Open - Tunis Remote

Who We Are

Cimpress is creating a new business called Cimpress Open whose mandate will be to excel at serving customers via third-party channels. We will partner with companies that have strong customer relationships with end-customers who need mass-customized print products. In its initial stage, Cimpress Open will pursue opportunities with digital design software partners and established ecommerce marketplace platforms. This approach will evolve and expand over time as we establish a presence in these new segments.

What will make you successful at Cimpress Open?

• Customer Obsession: Starting with customer needs and opportunities to craft and drive an operations organization.
• Creative Problem Solving: Passion for evaluating dynamic situations and delivering breakthrough results built on existing capabilities.
• Entrepreneurial Mindset: Comfort with ambiguity, lack of pre-defined structures and inevitability of shifting priorities as the business evolves.
• Hands-on Mentality: A willingness to roll up your sleeves and help build something from scratch in an uncharted territory environment.
  
  

What You Will Do

This is a critical role reporting directly to the Head of Operations. You will work closely with various teams, including product development, engineering, and business development, to create an efficient and supportive customer service operation for our custom print products. Your efforts will be pivotal in driving customer satisfaction and business growth.

Establish Operations Framework

• Identify essential support functions needed to assist customers effectively across multiple marketplaces and eCommerce platforms.
• Define and manage all operational processes and dependencies related to customer service. For instance, returns and refunds, reviews, quality complaints, etc.
• Collaborate closely with technical teams, both internal and external, ensuring alignment with internal capabilities and feasibility.
  
  

Lead Customer Service Execution

• Set up customer support: establish communication channels, create knowledge base, train initial customer support staff on product knowledge and customer service best practices.
• Oversee the setup and management of customer service functions.
• Leverage existing capabilities and scale up with growth to establish dedicated teams, leading both directly and through influence across the organization.
  
  

Performance Monitoring And Optimization

• Implement robust analytics and reporting systems to monitor customer service performance against established KPIs.
• Analyze customer feedback, market trends, and the competitive landscape to make data-driven adjustments and drive continuous improvement.
  
  

Cross-Functional Team Leadership:

• Establish and lead high-performing cross-functional teams as the business scales.
• Cultivate a collaborative environment to facilitate seamless communication and coordination across departments.
  
  

Your Qualifications

At Cimpress, we value the experiences that individual team members add to our culture. Please don't hesitate to apply even if you don't meet the exact qualifications, we look forward to learning more about you!

• 7+ years of proven experience in customer service operations, support functions, and customer care.
• 3-5 years in a leadership role with a successful track record of developing new operational functions and teams to address business opportunities and needs.
• Deep knowledge of cross-functional dependencies, capabilities, and limitations within e-commerce and print-on-demand operations.
• Demonstrated experience working across multiple geographies and cultures.
• Strong understanding of customer insights, continuous improvement, and automation in the operations space.
• Exceptional leadership and team-building skills, with the ability to inspire and motivate cross-functional teams.
• Solid experience collaborating with technical teams to deliver creative and innovative customer-facing solutions.
• Analytical mindset with proficiency in data-driven decision-making and optimization.
• Excellent communication skills with the ability to articulate complex ideas and strategies clearly in English.
  
  

Nice to Have:

• Familiarity with Zendesk
• Proficiency in Design tools and visual content creation
• Proficiency in German
  
  

Why You'll Love Working Here

Being at Cimpress means that you don’t see work as just a building, a desk or a manufacturing floor. You see it as a chance to take a step forward in your career journey – and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what’s next, we’re always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we’re capable of. Some might call that a challenge; we just call it another great day at work.

We're Remote-First

In 2020, Cimpress adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers them to be their best. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results. Currently we are enabled to hire remote team members in over 30 US States as well as several countries in Europe, including Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.

About Us

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create, we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses, innovate and improve.

Commitment To Diversity, Equity, & Inclusion

We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer

Cimpress is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.