Senior Customer Experience Advisor

Our Team:
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 solutions and
processes improvement in their favor.
● 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.
● Flexibility and 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 CARE Operations Manager. You will work closely with them
and cross-functional teams to ensure that customers have a positive, seamless, and personalized
experience with a company across all touchpoints. Your role is to understand customer needs, resolve
issues, and advocate for customer satisfaction, often working across various departments to improve the
overall customer journey

Front-End Customer Support:
● Act as the primary point of contact for customers, addressing inquiries, complaints, and technical
issues across multiple channels (phone, email, chat).
● Provide personalized solutions, ensuring exceptional service while meeting SLAs.
● Guide customers through product customization and technical troubleshooting, resolving
challenges efficiently.
● De-escalate challenging situations with professionalism, ensuring customer satisfaction

Escalation Flow Management:
● Manage escalations end-to-end, ensuring swift resolution and clear communication with
stakeholders. Collaborate with product, engineering, and logistics teams to resolve cross-functional issues.
● Monitor escalation trends, identify recurring issues, and drive preventative measures.
● Mentor future advisors to ensure high-quality handling of complex cases.
Back-End Support:
● Troubleshoot technical and process issues for stakeholders on the Cimpress Open platform.
● Collaborate with teams to optimize workflows and enhance the customer experience.
● Provide actionable insights based on customer feedback and operational trends.

Problem Management:
● Lead the resolution of escalated issues, identifying root causes and implementing solutions.
● Work with technical teams, fulfillers, and merchants to address system or process failures.
● Troubleshoot merchant-specific platform-related concerns.

Cross-Functional Collaboration:
● Partner with marketplace, production, and logistics teams to enhance operations and customer
experience.
● Act as a liaison between customers, merchants, and internal teams, ensuring alignment and
clear communication.
● Share knowledge and support team training for continuous improvement.
Process Improvement & Learning:
● Identify and address inefficiencies in front-end and back-end processes.
● Participate in process improvement projects, using customer feedback to drive enhancements.
● Maintain a knowledge base of issue resolution for future training and reference.

Customer Experience Advocacy:
● Gather customer feedback, providing actionable insights to relevant teams for improvements.
● Advocate for customer needs, ensuring concerns are addressed empathetically.
● Ensure exceptional customer experiences by providing tailored solutions in line with SLAs.

Your Qualifications:

At Cimpress Open, we strive to hire individuals that add new ideas and perspectives
to our teams and enhance our culture.
● 1-3 years of experience in customer service, with a focus on escalations and issue resolution.
● Exceptional written and verbal communication skills in German and English, with the ability to
effectively engage with leadership and teams at all levels. Proficiency in French and Design is a
plus.
● Excellent problem-solving and analytical abilities, with a focus on root cause resolution.
● Proficiency in CRM systems (e.g., Zendesk, Salesforce) and order management tools.

● Aptitude for thriving in a startup environment, demonstrating a proactive and hands-on
approach to problem-solving and innovation.
● Strong agile mindset, with the ability to quickly adapt to changing environments and priorities.
● Experience working across multiple geographies and cultures.
● Knowledge of eCommerce marketplaces, print-based products, and technical support processes.
● Familiarity with digital tools and technical support processes is advantageous

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. 

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 Open, a Cimpress company, 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.