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
Since its entry into Europe in 2009, SquareTrade has gone live in 11 markets (UK, France, Germany, Benelux, Spain, Portugal, Austria, Finland, Denmark, Norway and Sweden) as one of the largest and fastest growing mobile and consumer electronic insurance providers in Europe. The company is revolutionising and disrupting the £2bn+ market whilst setting the service standard in Europe by creating the most consumer-centric digital protection service, obsessed with best-in-class operations and technology, hassle-free service, and driving pace and product innovation in an industry that has lagged behind others. Partners include major European telecom operators such as Magenta, 3, Telenor, YouSee, DNA and Elisa as well as leading consumer electronics retailers including Amazon, Phone House and MediaMarkt.The European Financial Control team is responsible for all accounting, tax, treasury and financial compliance activities across SquareTrade in Europe. This includes management reporting, analysis to budget, cash flow forecasting, statutory reporting and ensuring appropriate internal controls are always in place and adhered to. The European Financial Control team also takes an active part in supporting the development of the business in Europe and on-boarding of new partners.
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