Manager, Customer Service

Manager, Customer Service

SquareTrade is the fastest growing partner in the global device protection market, and we work with many of the world's largest operators, retailers and manufacturers. Our obsession with putting the customer first, from our transparent T&Cs to our better products, always available online claim filing and our flexible resolution options, are all underpinned by our exceptional team. This is the secret behind how we've continued to shake up the industry. We are the ones transforming a "bad" service category into something that empowers people to take care of the things that keep life running smoothly. Together, we're united by the same end goal: to completely change what people expect from an insurance plan.

We now protect over 140 million devices globally and work across Europe, with partners including Apple, T-Mobile and Telenor. We have been first to market with several key innovations, including fully digital claims, choice of resolution option, next day exchange and same-day services via local and on-site repair. Our European ambition continues to grow as we step into new sectors including B2B, CE insurance and trade in products.

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

Additional Information

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: http://www.squaretrade.com/leadership SquareTrade is an Equal Opportunity Employer