Manager, Customer Service
7 days ago
OverviewOversee SquareTrade’s European Customer Service operations to ensure excellence in every customer interaction. This includes supporting SquareTrade’s strategic goals to:Collaborate with outsourced service providers (OSPs) to meet our contractual SLAs with our PartnersContinuously enhance our customer service platforms to improve the end-to-end customer service.Drive and embed a digital-first service model across EuropeAchieve this by building strong working relationships with key stakeholders and ensuring our OSPs maintain exceptional service standards.Job ResponsibilitiesMaintain outstanding customer service – work with OSPs to align on business priorities and deliver SLAs.Ensure partner standards are met – collaborate with partnership teams to define and agree service levels; maintain reporting to monitor contractual performance.Oversee vendor performance – lead governance of OSP performance, conduct SLA/KPI reviews, root cause analysis, and implement recovery plans.Support the business with our shift to digital-first service channels – ensure operational readiness and drive customer adoption of digital channels.Identify service and cost efficiencies – use data and performance analysis to improve customer outcomes and reduce costs.Leverage Data and insights – use tools such as Power BI, Tableau, and Excel to analyse trends, track KPIs, and provide insight-led recommendations to senior management.Align and evolve Customer Service Strategy – collaborate with our internal stakeholders to drive alignment and enhancement of our Customer Service Strategy.Management information and reporting – support all internal and external customer service performance related reports. This will include reporting to our internal stakeholders and partnersJob RequirementsOutstanding stakeholder management, leadership, and interpersonal skills, with the ability to influence at all levelsStrong customer focus with excellent written and verbal communicationFluent Italian preferred to support expansion into the Italian marketStrategic thinker with strong analytical, problem-solving, and decision-making skillsHighly organised, detail-oriented, and able to prioritise multiple tasks under pressureProficient in data visualisation and manipulation tools (Power BI, Tableau, Excel)Willing to travel regularly across Europe to maintain OSP relationshipsCollaborative team player with a continuous improvement mindset and experience in change managementProactive and results-driven self-starterQualificationsEssential: Degree level educated5+ years in a senior customer service leadership roleExperience in retail insurance preferredProven ability to manage and oversee OSPs, ideally across multiple markets.Experience in executing strategic improvements with proven commercial benefitsProven track record in delivering digital transformation initiatives within customer service operationsExperience in implementing SLA recovery plans and driving sustainable performance improvementBenefitsSome of the benefits of working @Squaretrade include: Not feeling stuck This team has exposure to many different parts of the business, making transitioning easy...we work on developing careers based on what people enjoyRespect for your work-life balanceA paid volunteer day to give back to the communityThe TeamThe Team: http://www.squaretrade.com/leadershipSquareTrade is an Equal Opportunity Employer #J-18808-Ljbffr
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