Job Description

Our Team

You will join the Cimpress Open CARE team, a group dedicated to serving customers through third-party platforms and partner networks. We collaborate closely with ecommerce marketplaces and digital design software companies to deliver mass-customized print products while ensuring a seamless, end-to-end customer journey. As our team continues to grow, you will play a critical role in managing complex customer issues, driving cross-team coordination, and ensuring successful escalation resolution.

What You Will 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.

Your Qualifications

At Cimpress, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply—even if you feel that you don’t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities.

• 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.

Why You'll Love Working Here

Cimpress Services’ central teams keep us entrepreneurial as we grow, enabling our businesses to stay customer-focused while building tools and services that amplify our impact. Our team members are problem solvers, storytellers, and relationship builders, supporting company-wide functions like finance, compliance, procurement, and communications. Continuously evolving our processes and technology, we drive Cimpress’ rapid growth. Our Remote-First culture offers autonomy and flexibility, with collaboration spaces available for in-person teamwork.

About Us

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses to create personalized physical (and digital) products, for over 17 million global customers. Our businesses can choose the solutions that work for them, or assemble any custom combination they need. This makes it easier and faster to do things like introduce new products, reach customers and track orders. And this kind of innovation keeps customers coming back.

Commitment to Diversity, Equity, & Inclusion

Cimpress exists to help our customers live their dreams. Each dream is unique – and the Cimpress team needs to be as well. 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.