Deputy Customer Services (CX) Leader

As Deputy Customer Service (CX) Leader, you will be the second-in-command for customer service across all active European e-commerce markets. Partnering closely with the Customer Service Director, you will help shape and execute a unified customer experience strategy, translating corporate objectives into scalable, localized operations. You will act as a bridge between country teams and central leadership, lead multilingual teams, drive deployment of generative AI support tools, and ensure full compliance with EU consumer laws, including GDPR and cross-border consumer rights.

What you will do:

• Support Customer Service Director in designing/executing unified pan-European CX strategy aligned with rapid e-commerce growth.
• Lead blueprinting and deployment of localized support frameworks for new EU territories.
• Champion integration of generative AI, chatbots, self-service portals to scale ops and reduce tier-1 tickets.
• Optimize omnichannel CRM platforms across localized plateform, marketplaces, social channels.
• Source, negotiate, onboard, and audit multilingual BPO partners; manage seasonal peaks.
• Lead, mentor, and develop distributed multi-country team of support managers and agents; foster high-performance culture.
• Own and improve core operational KPIs: CSAT, NPS, FCR, SLA compliance.
• Translate support data into actionable insights for Product, Marketing, Logistics to reduce friction and improve CX.
• Ensure cross-border operational compliance with GDPR, EU consumer rights, return rights, etc.
• Deputize for Customer Service Director as needed; represent customer service in executive/cross-functional forums.
• Drive change management for tech migrations, process improvements, scalability.

Qualification:

• Proven senior leadership in fast-paced B2C e-commerce or digital marketplace.
• Extensive experience managing multi-country customer operations across Europe for scale teams.
• Strong hands-on experience sourcing, onboarding, auditing external multilingual contact centres.
• Advanced proficiency with modern CRM platforms, AI-driven routing, e-commerce software.
• Expert ability to analyze complex support metrics and translate into executive-level strategic decisions.
• Deep understanding of EU compliance: GDPR, cross-border consumer return rights.
• Exceptional ability to lead distributed teams through high-volume seasonal peaks and fast tech migrations.
• Fluency in professional English; proficiency in second major European language highly preferred.

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