HQ Service Specialis

• Be the HQ focal point for EMEA customers and global escalations.
• Support the AI transition by helping with training, testing, and quality checks.
• Act as a liaison between HQ teams and global service processes/routines.
• Raise knowledge updates through real field insights.
• Drive improvements in CSAT, cost reduction, and service efficiency.

Main Responsibilities

• Handle escalations from Customer Care teams worldwide.
• Serve as the service contact point for EMEA customers.
• Support AI transition by:
• Testing and monitoring AI tools.
• Giving feedback for quality and accuracy.
• Partner with the HQ Knowledge Specialist to improve FAQs, repair guides, and training content.
• Track recurring issues and suggest service improvements.
• Support new product rollouts with field feedback and tracking.
• Contribute to global training and onboarding for new products.

Requirements:

• Experience in customer service, technical support, or escalations.
• Strong communication skills in English
• Knowledge of CRM systems
• Ability to handle complex problems and work with global teams.