Manager, Customer Service

Overview

Oversee Square Trade’s European Customer Service operations to ensure excellence in every customer interaction. This includes supporting Square Trade’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.

• 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

• 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:
  Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easy...we work on developing careers based on what people enjoy!

• Respect for your work-life balance

• A paid volunteer day to give back to the community

The Team:

Square Trade is an Equal Opportunity Employer