Customer Care Supervisor - EMEA
Partner Operations, Customer Experience & Continuous Improvement
Are you someone who sees a customer or operational problem and naturally starts asking, "Why is this happening, and how can we make it better?"
We are looking for a Customer Care Supervisor - EMEA to play a key role in the performance and development of our outsourced Customer Care operations across multiple BRG brands and markets, with primary responsibility for Baratza and Beanz, together with additional support for Sage where required.
This is not a traditional frontline people-supervisor position. Instead, you will act as an important link between our outsourced Customer Care partners and teams across BRG, helping ensure that our customers receive consistent, high-quality support while identifying opportunities to improve performance, processes, product knowledge and the overall customer experience.
You will have considerable ownership and will often be the person people turn to when the answer is not obvious: analysing what is happening, bringing the right people together and helping turn complex issues into practical solutions.
What you'll be responsible for
Outsourced Partner & Customer Care Performance
You will work closely with our outsourced Customer Care teams, Team Leads, trainers and partner leadership to support strong operational performance and increasingly self-sufficient teams.
Act as a key Customer Care contact for outsourced teams, Team Leads and trainers.
Support complex product, process and customer-handling questions while helping partners develop the capability to resolve more independently.
Monitor Customer Care performance, including CSAT, backlog, response times and resolution times, identifying trends, emerging risks and performance gaps.
Proactively highlight service-level, staffing or performance risks before they become larger customer or business issues.
Work with partner leadership to understand root causes, agree corrective actions and improve customer handling.
Support the communication and implementation of
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