Oversee SquareTrade’s European Customer Service operations, driving a digital-first service model and enhancing the customer service experience through strategic stakeholder collaboration.
Oversee 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 Partners
Continuously enhance our customer service platforms to improve the end-to-end customer service.
Drive and embed a digital-first service model across Europe
Achieve this by building strong working relationships with key stakeholders and ensuring our OSPs maintain exceptional service standards.
Job Responsibilities
Maintain 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 partners
Job Requirements
Outstanding stakeholder management, leadership, and interpersonal skills, with the ability to influence at all levels
Strong customer focus with excellent written and verbal communication
Fluent Italian preferred to support expansion into the Italian market
Strategic thinker with strong analytical, problem-solving, and decision-making skills
Highly organised, detail-oriented, and able to prioritise multiple tasks under pressure
Proficient in data visualisation and manipulation tools (Power BI, Tableau, Excel)
Willing to travel regularly across Europe to maintain OSP relationships
Collaborative team player with a continuous improvement mindset and experience in change management
Proactive and results-driven self-starter
Essential: Degree level educated
5+ years in a senior customer service leadership role
Experience in retail insurance preferred
Proven ability to manage and oversee OSPs, ideally across multiple markets.
Experience in executing strategic improvements with proven commercial benefits
Proven track record in delivering digital transformation initiatives within customer service operations
Experience in implementing SLA recovery plans and driving sustainable performance improvement
Some of the benefits of working @Squaretrade include:
The Team: http://www.squaretrade.com/leadership
SquareTrade is an Equal Opportunity Employer
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SquareTrade, operating as Allstate Protection Plans, provides industry-leading protection plans for consumer electronics and appliances, catering to millions seeking reliable service. With a mission to transform the device protection market, they focus on customer-centric solutions, transparent policies, and innovative service delivery, setting themselves apart in an often frustrating industry.
Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.
Customer Service Q&A's