VistaPrint is hiring an Operational Excellence and CARE Advisor to join the Cimpress Open CARE team. You will be dedicated to serving customers through third-party platforms and partner networks, playing a critical role in managing complex customer issues and driving cross-team coordination for successful resolution.
What You'll Do
- Manage customer and partner escalations from initial intake through to complete resolution and closure.
- Collaborate with internal teams, including production, logistics, platform, and support, to drive timely issue resolution.
- Resolve complex order-related challenges, such as delivery delays, quality defects, cancellations, reprints, and system failures.
- De-escalate challenging situations professionally while keeping a steadfast focus on the customer experience.
- Investigate root causes across CRM, order management, and production tools, ensuring all findings are clearly documented.
- Serve as the primary point of contact coordinating between the CARE team, fulfillers, merchants, and internal stakeholders.
- Identify recurring escalation drivers and flag these trends to the CARE Operations Manager to drive continuous improvement.
- Provide clear and consistent status updates to all relevant stakeholders throughout the entire lifecycle of an escalation.
What We're Looking For
- 1-3 years of experience in customer support or operations, with direct exposure to escalations or complex issue resolution.
- Strong, demonstrable written and verbal communication skills in English.
- Hands-on experience using CRM and ticketing systems, such as Zendesk.
Nice to Have
- Proficiency in additional languages beyond English.
- Prior experience working within eCommerce, marketplaces, or operational support environments.
Technical Stack
- CRM systems
- Zendesk
- Order management systems
- Production tools
Team & Environment
You will be part of the Cimpress Open CARE team, serving customers through third-party platforms and partner networks.
Work Mode
This role follows a hybrid work model.
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.
