Customer Relations Expert

As a Customer Relations Expert, you’ll go beyond frontline support to own the resolution of our most complex and sensitive customer cases. This is not just a contact-handling role — it's a critical position at the intersection of customer experience, quality assurance, and continuous improvement. You’ll take the lead on escalated and complex cases, often working outside of standard guidelines to deliver fair, brand-aligned resolutions through close collaboration with internal teams like Legal, Logistics, Payments, and CXM Quality, as well as with our external service providers. Your focus will be twofold: delivering meaningful outcomes for customers, and driving quality across our operations. This includes in-depth case investigations, reviewing past interactions, providing feedback to our service partners, and identifying opportunities to enhance processes and prevent future issues. If you're empathetic, quality-driven, and thrive in ambiguity, this role offers the chance to make a tangible impact on both customer satisfaction and operational excellence.