EMEA CX Ops & Support Specialist - London Hybrid

SKIMS; Greater London; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Private Medical Insurance (PMI)

Group Life Assurance

Income Protection

Critical Illness

Pension Scheme

Modern Health

ClassPass

Job summary

SKIMS is seeking a proactive CX Operations & Support Specialist, EMEA, based in London. This hybrid role (2-3 days in office) links frontline customer support with operational teams to drive seamless customer journeys across the EMEA region.

You will investigate escalations, resolve complex issues, manage carrier and fulfillment exceptions, support fraud and claims processes, and partner with multiple teams to scale our customer experience while maintaining high standards.

Qualifications

• 2-4+ years of experience in e-commerce, customer service, retail operations, or related fields.
• Strong problem-solving, organizational, and communication skills.
• Fluent in English; based in London.

Responsibilities

• Provide customer support via email, chat, SMS, and social media channels.
• Collaborate cross-functionally to address complex cases and share customer insights with internal teams.
• Resolve customer issues related to delivery, fulfillment, inventory, and policy enforcement.
• Coordinate retail escalations and customer-impacting issues across retail, CX, and operations teams.
• Manage shipping exceptions, carrier investigations, and lost package claims.
• Support international operations through queue management, customer issue tracking, and workflow coordination.
• Support reporting, damage analyses, and service disruption communications.
• Investigate chargebacks, claims, lost packages, and high-risk orders to support fraud prevention.
• Reduce operational risk through order monitoring and fraud review processes across international markets.

Skills

E-commerce experience

Customer service

Retail operations

Problem solving

Organizational skills

Communication skills

Excel/Google Sheets

English fluency

Tools

Kustomer

Job description

SKIMS is seeking a proactive CX Operations & Support Specialist, EMEA, based in London. This hybrid role (2-3 days in office) links frontline customer support with operational teams to drive seamless customer journeys across the EMEA region.

You will investigate escalations, resolve complex issues, manage carrier and fulfillment exceptions, support fraud and claims processes, and partner with multiple teams to scale our customer experience while maintaining high standards.