Regional Customer Experience

About this task

Job Summary
Take end‑to‑end ownership of multi‑language customer support operations across the European market. Oversee performance governance of local BPO vendors, drive operational KPIs, quality assurance, VOC insights and resolution of high‑severity escalated customer cases. Exercise full oversight over regional service quality and conduct regular sampling and audits of multi‑lingual front‑line support interactions during the initial onboarding phase to safeguard service delivery standards. Collaborate with product, supply chain and regional business stakeholders to deliver continuous regional CX improvement. Act as the local business owner for European customer service, execute global CX strategy while complying with EU regulatory requirements and local market practices.

Key Responsibilities
1. Assume full accountability for multi‑lingual European customer service operations covering phone, email and chat channels; monitor core KPIs including AHT, FCR, CSAT, resolution rate, backlog volume and SLA compliance.
2. Manage end‑to‑end BPO vendor lifecycle: track vendor performance, conduct periodic business reviews, drive remedial action plans, implement cost control measures, identify operational risks and ensure full risk closure.
3. Exercise full oversight over regional service quality; conduct regular sampling and audits of multi‑lingual front‑line support interactions in early onboarding, document findings and drive issue resolution. Lead the establishment of QA standards and calibration mechanisms, and iterate local specifications based on the global framework.
4. Aggregate, synthesize and analyse cross‑market VOC data, generate actionable business recommendations and engage product and engineering teams to advance product and process enhancements.
5. Lead resolution of high‑severity escalated customer cases, conduct root‑cause analysis, formulate corrective measures to prevent recurrence, and manage major regional service incidents.
6. Ensure full compliance with GDPR and other EU‑level regulations; implement local adaptations for global CX policies, warranty terms and business workflows for European markets.
7. Compile monthly and quarterly regional operational reports for global leadership review.
8. Establish effective collaboration with cross‑functional global stakeholders.

Requirements
1. 3‑5+ years of customer service / CX operational management experience within the European market. Hands‑on BPO vendor management experience is a mandatory requirement.
2. Comprehensive knowledge of multi‑lingual contact‑center KPI framework (AHT, FCR, CSAT, SLA etc.).
3. Proven track record in QA framework building, VOC analysis, end‑to‑end handling and root‑cause debrief of high‑severity escalations; willingness to perform hands‑on sampling and audits of multi‑lingual front‑line service interactions.
4. Must be physically resident in a European country and hold a valid European passport; open to remote‑based working subject to business needs.
5. Proficiency in CRM systems; prior Salesforce experience is preferred.
6. Solid business‑level English proficiency; additional European language capability is a strong plus.
7. Familiarity with GDPR and European consumer‑protection regulations is preferred.
8. Strong self‑management capability, comfortable working across time zones and reporting to global leadership located outside the region。