Lead a team of 5–7 agents handling high-risk customer cases (refund disputes, logistics failures, fraud).
Own escalations end-to-end, making final decisions on complex cases that impact cost and customer experience.
Act as the primary point of escalation and policy alignment with Sales, GTM, and Finance to maintain fast resolution times.
Analyze refund and logistics trends, and drive fixes with Product, GTM, and Finance to prevent repeat issues — closing the loop back to customers and frontline teams.
Build and standardize SOPs for the most complex workflows (returns, claims, exceptions) to improve speed and consistency.
Run regular case reviews, coach team members, and enforce quality and accountability across all service interactions.
Run monthly case calibration sessions to align quality standards across service team and BPO partners.
Skills, Qualifications and Experience We...
★ Ready to Start Your European Career?
Take the next step and apply for this exciting opportunity