Clients Support Manager, Internal Operations

Job ID: 19816

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The Merchant Support and Success Team is a global operational organization focused on driving merchant success enabled through the Cimpress Mass Customization Platform (MCP).  As a team we have a bold mission to drive value beyond operational support for our merchants, we want to help empower their success.  As a Merchant Support Engineer, you will be at the front door of our platform and our support network.   Our customers are our merchants and they come in all shapes and sizes.   The work will encompass operational/tactical support, process engineering, and building a team of support (or as we like to call them) success engineers. 


Success in this role would be predicated on your ability to work cross-functionally with all types of teams including, but not limited to sales/marketing, finance, software development, manufacturing, customer service and more.  Strong, adaptable communication skills are critical.  Multilingual candidates are strongly preferred (e.g. English, French, German).


We’re looking for a motivated self-starter that can learn quickly and work effectively across concurrent tasks.  The ideal candidate will be a client centric business operator that understands how to break down work, determine the value and prioritize accordingly – yet keep the customer top of mind at all times.  You will need to be able to understand various business models simultaneously, synthesize and systematize an approach to triaging and resolving merchant requests while fostering positive communication to our merchant customers. We are looking for someone who is passionate about their work and has impeccable attention to detail.  You must also be very familiar with working in an agile and nimble environment, which also leverages custom software development.  It is essential that the candidate has a customer centric mindset and can work in a very fast paced environment.  As we are just in the beginning of our journey, we are in the process of building all of our support tools.  Candidates will need to have a high degree of comfort and ability working across diverse types of software tools in order to do both triage and investigation as well as shape a perspective on improvements and enhancements to those tool sets to drive effective support abilities across the team.


Your Role Will Involve

  1. a)       Being a subject matter expert and advocating for the capabilities of the platform
  2. b)      Working directly with merchants to understand their needs and then prioritize and serve their requests appropriately
  3. c)       Working cross-functionally with different teams to triage and resolve merchants’ requests
  4. d)      Identifying opportunities to continue building the platform to support the needs of our various merchants
  5. e)      Managing a backlog of priorities and delivering on the highest value items first 
  6. f)      Leveraging multiple tools to support merchants for their various needs
  7. g)     Travelling within the global company locations (US, Europe) is required (up to 20%)




  1. a)       At least 3-5 years business analyst or team lead experience in customer service organizations as well as managerial                 experience
  2. b)      Stellar verbal and written communication skills are a must
  3. c)      Very comfortable with Agile software development methodology
  4. d)      Business development mindset & Out of the box thinking
  5. e)      Language skills including English and one of the following (French, German, Italian, or Dutch)



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About Vistaprint

Vistaprint, a Cimpress company, empowers 16 million micro businesses and consumers annually with affordable, professional print and digital solutions by leading the way in marketing, innovative technologies, custom products and manufacturing excellence.

We strive to be a world-class customer-centric company by offering a broad range of products and services via 25 easy-to-access, localized websites globally and by shipping to more than 130 countries around the world. Our customers benefit from our unique business model supported by proprietary technologies, high-volume production facilities and direct marketing expertise.

Employees of Vistaprint are passionate about understanding the needs of our customers to help them make an impression both at work and in life. We look for customer-centric people who bring ideas, visions and dreams and a passion to deliver on them regardless of department, title or tenure. If you’re a self-starter looking to make an impact, we offer highly rewarding opportunities to grow with us both personally and professionally.

Join some of the finest talent to deliver on our promise as one of the best industry-transforming – and career-transforming – companies in the world. Go to About Us to learn more.

Equal Opportunity Employer

Vistaprint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, sexual orientation, veteran status or marital status.
Vistaprint does not accept unsolicited candidate referrals or resumes / CVs from third-party vendors, including recruitment agencies. Only resumes received from contracted agencies/vendors will be considered. Vistaprint will not be responsible or liable for any fees or costs associated with such unsolicited submissions.