International Customer Experience Operations Support Specialist

About SKIMS

SKIMS is an innovative brand focused on redefining underwear, loungewear, shapewear, and essentials by blending comfort, advanced design, and technology for diverse customers. Positioned at the crossroads of culture, innovation, and commerce, SKIMS fosters creativity, collaboration, and operational excellence through an inclusive and high-performance work environment. The global headquarters plays a pivotal role in strategy development, infrastructure building, and driving sustainable growth across international markets.

Role Overview

We are seeking a proactive, detail-focused Customer Experience (CX) Operations & Support Specialist based in London to support the expanding EMEA region. This hybrid role, requiring presence in-office 2 to 3 days per week, acts as a crucial link between frontline customer support and operational teams managing the customer journey. Responsibilities include investigating escalated issues, resolving complex operational challenges, managing logistics exceptions, supporting fraud and claims processes, and collaborating cross-functionally to enhance overall customer satisfaction and scalable processes.

Key Responsibilities

• Provide customer assistance via email, chat, SMS, and social media platforms.
• Work collaboratively across departments to resolve intricate customer cases and communicate insights to internal teams.
• Address delivery, fulfillment, inventory, and policy-related customer issues.
• Manage retail escalations and customer-impacting matters during flagship and market expansion projects.
• Oversee shipping exceptions, carrier investigations, lost package claims, and partner with domestic and international warehouse, logistics, returns, e-commerce, and technical teams to solve fulfillment challenges.
• Support queue management, issue tracking, workflow coordination, reporting, damage analysis, and communication regarding service disruptions for international operations.
• Investigate chargebacks, claims, lost packages, and high-risk orders to assist in fraud prevention efforts and minimize operational risks through order monitoring and reviews.

Skills & Qualifications

• 2 to 4+ years of experience in e-commerce, customer service, retail operations, or similar roles.
• Strong skills in problem-solving, organization, and communication.
• Proficient in Excel and Google Sheets.
• Familiarity with customer service platforms; experience with Kustomer is advantageous.
• Preferred experience with fulfillment issue resolution, claims processing, fraud investigation, or managing operational escalations.
• Flexibility to support operations occasionally during evenings or weekends.
• Fluent in English; knowledge of additional European languages is beneficial.
• London-based candidates only.
• Adaptability to learn new tools and workflow systems, with training provided.
• Bonus qualifications include e-commerce operations, warehouse or 3PL logistics knowledge, retail or flagship support experience, and cross-functional collaboration expertise.

Benefits & Culture

• Private Medical Insurance (PMI)
• Group Life Assurance
• Income Protection
• Critical Illness Coverage
• Pension Scheme
• Access to Modern Health services
• ClassPass membership