Job Description:
We are seeking a Head of Customer Service Transformation to lead the development of our international customer service operations. Our current approach is fragmented, with different tools and processes used across each country.
* We need someone who can define and deploy a unified customer service vision across all countries.
* Audit existing tools and processes to identify gaps and areas for improvement.
* Harmonize customer service tools and processes.
* Develop a change management plan and onboard local teams into a global, scalable approach.
* Implement new KPIs and dashboards to track performance.
* Collaborate closely with local and global teams to ensure customer satisfaction.
* Benchmark best practices and introduce innovation (e.g., AI chat, automation, self-service).
* Lead a community of practice to ensure alignment and continuous improvement.
You will need:
* Fluent English and experience working in an international environment.
* At least 7 years of experience in customer service, preferably in e-commerce or marketplaces.
* Expertise in designing and optimizing scalable customer support processes and tools.
* Strong communication and facilitation skills to drive alignment across diverse teams and cultures.
* Experience in transformation projects and skills in change management and stakeholder engagement.
* Data-driven approach with a strong analytical mindset.
* Proactive, hands-on, and passionate about delivering a seamless and human customer experience.