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Quick apply
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INTL CX Ops Support Specialist - London

Skims -
London

Quick apply

Job details

Full-time

Benefits

Company pension
Private medical insurance

Qualifications

Live chat
Stakeholder collaboration
Logistics
Internal department liaison
English
3PL
Analysis skills
Organisational skills
Customer interaction
Fraud prevention and detection
Multidisciplinary collaboration
Root cause analysis
Communication skills
Supply chain customer service

Full job description

Description

SKIMS is a solutions-oriented brand creating the next generation of underwear, loungewear, shapewear, and essentials. We are setting new standards by delivering technically innovative, comfort-driven products with elevated design for everybody.

At the intersection of culture, innovation, and commerce, SKIMS is a global brand redefining modern apparel. Our teams are built on creativity, collaboration, and operational excellence, and we are committed to fostering an inclusive, high-performance environment where ambitious, curious, and values-driven individuals can do the best work of their careers.

As we continue to scale globally, our HQ teams play a critical role in shaping strategy, building world-class infrastructure, and driving sustainable growth across markets.

Role summary

SKIMS is seeking a proactive and detail-oriented CX Operations & Support Specialist, EMEA to support our growing EMEA business and help drive operational excellence across customer experience, fulfillment, logistics, retail support, and fraud prevention.

Based in London, this hybrid role (2–3 days in office per week) serves as a critical link between frontline customer support and the operational teams that power the customer journey. The Specialist will be responsible for investigating escalations, resolving complex operational issues, managing carrier and fulfillment exceptions, supporting fraud and claims processes, and partnering cross-functionally to improve the overall customer experience.

This role is ideal for someone who enjoys problem-solving, navigating ambiguity, and working across multiple teams and systems to identify root causes and drive resolution. As SKIMS continues to expand internationally, this position will play a key role in ensuring a seamless customer experience while supporting scalable operational processes across the EMEA region.

The successful candidate will combine strong analytical and organizational skills with a customer-first mindset and the ability to manage multiple priorities in a fast-paced, high-growth environment.

Key Responsibilities

Customer Experience & Retail Support

Provide customer support via email, chat, SMS, and social media channels
Collaborate cross-functionally to address complex cases and share customer insights with internal teams
Resolve customer issues related to delivery, fulfillment, inventory, and policy enforcement
Coordinate retail escalations and customer-impacting issues across retail, CX, and operations teams during flagship and expansion initiatives

Operational & Logistics Support

Manage shipping exceptions, carrier investigations, and lost package claims
Partner with International and US Domestic warehouse, transportation, returns, Ecomm, and Tech teams to resolve fulfillment and escalation issues
Support international operations through queue management, customer issue tracking, and workflow coordination
Support reporting, damage analyses, and service disruption communications

Fraud Prevention & Risk Support

Investigate chargebacks, claims, lost packages, and high-risk orders to support fraud prevention efforts
Reduce operational risk through order monitoring and fraud review processes across international markets

Skills, Knowledge and Expertise

2–4+ years of experience in e-commerce, customer service, retail operations, or related fields
Strong problem-solving, organizational, and communication skills
Proficiency in Excel / Google Sheets
Familiarity with customer service platforms (Kustomer experience is a plus)
Experience handling fulfillment issues, claims, fraud reviews, or operational escalations preferred
Flexible availability for occasional evening/weekend operational support
Fluent in English; additional European languages are a plus
Must be based in London
Comfortable learning new tools and workflows (training provided)

Preferred / bonus experience

eCommerce operations experience
Warehouse or logistics familiarity (including 3PL environments)
Retail or flagship support experience
Experience working cross-functionally across operations and customer support teams

Benefits, Culture and Perks

Benefits and Culture

Private Medical Insurance (PMI)

Group Life Assurance

Income Protection

Critical Illness

Pension Scheme

Modern Health

ClassPass

About SKIMS

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

We are setting new standards by providing solutions for every body. From technically constructed shapewear that enhances your curves to underwear that stretches to twice its size, our goal is to consistently innovate on the past and advance our industry for the future.

Quick apply

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ops logistics jobs

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I want to receive the latest job alerts for ops logistics

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About SKIMS

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