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Department: Customer Experience
Location: London Office, London, United Kingdom
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.
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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
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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
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