Manager – Customer Service

Job Description

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

Job Responsibilities 

• 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

Job Requirements 

• 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 

Qualifications

• 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