This role supports customer service delivery across Europe by acting as the main connection point between offshore centers and internal departments. You'll ensure processes are up to date, service standards are met, and customer issues are resolved effectively across phone, email, and digital channels.
Key Responsibilities
- Serve as primary contact for customer service programs managed from offshore locations
- Review and maintain work instructions, training materials, and operational procedures
- Coordinate with Account Management, Product, Technology, and Finance teams to align service delivery
- Monitor service levels and quality scores, recommending improvements when needed
- Support the launch of new programs, technologies, and operational changes
- Generate performance reports to identify customer contact trends and improvement areas
- Assist offshore teams in managing customer escalations in compliance with regulations
- Lead internal audits and ensure adherence to policies and procedures
- Collaborate on enhancing the customer journey, knowledge resources, and automation initiatives
- Represent the customer perspective using data to reduce friction and improve experience
- Develop business cases for technology investments and process improvements
- Help shape the annual customer service project roadmap and support its execution
- Work closely with the local management team and European customer service colleagues
- Stay current with company policies, SOPs, and legislative changes to minimize risk
- Demonstrate core values of being Real, Accountable, One Team, and Innovative
Qualifications
Candidates should have proven experience in fast-paced customer service environments, particularly working with distributed or virtual teams. You must be solution-oriented, capable of critical thinking, and comfortable managing accountability for both individual and outsourced team performance. Project management experience, strong communication skills, and proficiency with Microsoft Office are essential. The role requires confidence in leading meetings with stakeholders at all levels and adapting to shifting priorities.
Preferred candidates will show curiosity and adaptability toward emerging technologies, with experience applying AI tools to improve processes or outcomes. A commitment to continuous learning and innovation is highly valued.
Work Environment
This is a hybrid position with a typical schedule of two office days per week, available at multiple European locations. Flexible working arrangements and reasonable adjustments are supported. The company promotes physical and mental well-being, offers recognition through financial rewards, and fosters an inclusive, collaborative culture.
