European CS Operations Leader

JD.COM; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading e-commerce company in the UK is seeking an experienced Customer Service Manager to lead frontline and escalation support teams across Europe. You will oversee end-to-end operational management, drive performance excellence, and foster a customer-focused culture. The ideal candidate has at least 5 years of leadership experience in customer service, managing large teams, and must be fluent in English. This role offers an opportunity to significantly impact customer satisfaction and team development in a dynamic environment.

Qualifications

• Minimum 5 years of leadership experience in customer service.
• Directly supervise teams of at least 100 people.
• Fluent in English for business negotiations.

Responsibilities

• Lead and develop Tier 1 and Tier 2 support teams.
• Ensure adherence to Service Level Agreements.
• Implement quality assurance programs.

Skills

Leadership skills

Analytical mindset

People management

Communication skills

Resilience under pressure

Education

Bachelor's degree or equivalent work experience

Tools

CRM systems

Job description

A leading e-commerce company in the UK is seeking an experienced Customer Service Manager to lead frontline and escalation support teams across Europe. You will oversee end-to-end operational management, drive performance excellence, and foster a customer-focused culture. The ideal candidate has at least 5 years of leadership experience in customer service, managing large teams, and must be fluent in English. This role offers an opportunity to significantly impact customer satisfaction and team development in a dynamic environment.