London-Based EMEA CX Operations Specialist

SKIMS; Greater London; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Private Medical Insurance

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, with 2–4+ years in ecommerce or customer service. The hybrid role involves supporting customer experience, fulfillment, logistics, and fraud prevention, linking frontline teams with operations.

You will investigate escalations, manage carrier issues, support fraud processes, and collaborate across departments to improve the customer journey.

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; additional European languages are a plus.
• Based in London; hybrid work arrangement with 2–3 days in office per week.
• Comfortable learning new tools and workflows; training provided.

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 during flagship and expansion initiatives.
• Manage shipping exceptions, carrier investigations, and lost package claims.
• Partner with International and US Domestic warehouse, transportation, returns, Ecomm, and Tech teams to resolve fulfillment and escalation issues.
• 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 efforts.
• Reduce operational risk through order monitoring and fraud review processes across international markets.

Skills

Problem-solving

Organizational skills

Communication

Excel proficiency

Tools

Kustomer experience

Job description

SKIMS is seeking a proactive CX Operations & Support Specialist, EMEA based in London, with 2–4+ years in ecommerce or customer service. The hybrid role involves supporting customer experience, fulfillment, logistics, and fraud prevention, linking frontline teams with operations.

You will investigate escalations, manage carrier issues, support fraud processes, and collaborate across departments to improve the customer journey.