CX Ops Supervisor, Logistic and Warehouse Support (EMEA)

Based in our London Office location - Covent Garden

SKIMS is a solutions-oriented brand creating the next generation of underwear, loungewear, and shapewear.

We set new standards with our game-changing product and are a driving force within pop culture.

As a CX Ops Supervisor, you will play a critical role by liaising with our EU distribution center, SKIMS HQ (Los Angeles), and customers directly when needed. You'll manage EU warehouse fulfillment requests, assess high-risk orders, coordinate out-of-stock communications, and work across departments to resolve customer order and return issues.

Reporting to the CX Ops Manager, this role is part of the Customer Experience team and based in London.

Key Operations Responsibilities:

1. Manage daily order fulfillment and exceptions processing
2. Handle fraud prevention, risk assessment, and chargeback responses
3. Monitor and resolve EU customer issues and warehouse operations
4. Coordinate with international teams during US off-hours
5. Generate weekly reports on damages, product feedback, and operational insights
6. Process order modifications (address changes, cancellations, etc.)
7. Support global e-commerce operations

Key Customer Service Responsibilities:

1. Troubleshoot solutions for fulfillment and returns issues while ensuring adherence to company policies
2. Work cross-departmentally to resolve customer order issues and enable a seamless shopping experience
3. Gather and filter customer feedback to appropriate departments

Key Skills, Experience, & Requirements:

1. 3+ years experience in ecommerce or customer service
2. Requires a hybrid office model (onsite 3x weekly minimum)
3. Strong problem-solving and organizational abilities
4. Proficiency in Excel and customer service platforms
5. Excellent communication and teamwork skills
6. Fluent English required, other European languages valued

£60,000 - £66,000 a year