Customer Service Supervisor

Leeds - UK

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

About Us

SharkNinja is a global product design and technology company with a diversified portfolio of 5-star rated lifestyle solutions that positively impact peoples lives in homes around the world. the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories driving significant growth and market share gains. Headquartered in Needham Massachusetts with more than 3600 associates the companys products are sold at key retailers online and offline and through distributors around the world.

Customer Service Supervisor - minimum 6 month term

Leeds / Hybrid

Our purpose is to positivelyimpactpeoples lives every day in every home around the world! We workvery hardto provide our consumers with high-quality exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people with great ideas who want to build the nextbig thingand develop while they do.

As a Customer Service Advocacy Supervisor you willrepresenttheSharkNinjabrand by delivering exceptional experiences rooted inunreasonable hospitality. In this role you will lead a team of five Customer Service Advocatesensuringoperational excellence while actively engaging with customers to resolve inquiries and build lasting loyalty. You will promoteSharkNinjaproducts and services byidentifyingcustomer needs and positioning solutions that enhance productexperiences. Address inquiries related to order status pre-order questions returns troubleshooting and other service concerns. Use a customer-first mindset to share targeted product features and benefits driving satisfaction and loyalty.

What Youll Do:

Lead and coach a team of 5 Customer Service Advocates delivering regular feedback training and development to drive high performance.

Oversee customer interactions across all contact types within EMEA ensuringtimelyresolution of inquiries and concerns.

Handle escalated consumer complaints with empathy and professionalism

Monitor andmaintainservice quality to meet or exceed Key Performance Indicators (KPIs).

Clarify customer needs apply critical thinking andleveragedecision-support tools to resolve complex or non-standard issues.

Demonstrate active listening and empathy building rapport while addressing customer concerns effectively.

Maintain comprehensive knowledge of client products services and updates.

Contribute to initiatives aimed at improving customer satisfaction and overall business performance.

Accurately track document and retrieve case details using the call tracking system.

Leverage AI tools to support improvements in the consumer journey

What Youll Bring:

Proven experience in customer service call center or similar service-oriented roles.

Minimum2 years of experience managing a customer service team.

Exceptional verbal and written communication skills.

Strong problem-solving ability including independent research and resourceutilization.

Skilled in active listening and empathetic engagement with customers.

Ability to quickly learn and adapt to new product features and launches.

Collaborative team player with a solution-oriented mindset.

High emotional intelligence; able to remain calm and professional during challenging interactions.

#LI-HYBRID

Our Culture

At SharkNinja we dont just raise the barwe push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible push boundaries and deliver results that others only dream of. If you thrive on breaking out of your swim lane youll be right at home.

What We Offer

We offer competitive health insurance retirement plans paid time off employee stock purchase options wellness programs SharkNinja product discounts and more.We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining whats possible. When you join youre not just part of a companyyoure part of an outrageously extraordinary community. Together we wont just launch productswell disrupt entire markets.

At SharkNinja Diversity Equity and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinjas innovation every day. We support ALL associates in bringing their authentic selves to work making an impact and having the opportunity for career acceleration. With help from our leadership associates and our community we aim to have equity be a key component of the SharkNinja DNA.

Learn more about us:
Life At SharkNinja
Outrageously Extraordinary

SharkNinja Candidate Privacy Notice

For candidates based in all regions please refer to this Candidate Privacy Notice.
For candidates based in China please refer to this Candidate Privacy Notice.
For candidates based in Vietnam please refer to this Candidate Privacy Notice.

We do not discriminate on the basis of race religion color national origin sex gender gender expression sexual orientation age marital status veteran status disability or any other class protected by legislation and local law. SharkNinja will consider reasonable accommodations consistent with legislation and local law. If you require a reasonable accommodation to participate in the job application or interview process please contact SharkNinja People & Culture at

Required Experience:

Manager

About UsSharkNinja is a global product design and technology company with a diversified portfolio of 5-star rated lifestyle solutions that positively impact peoples lives in homes around the world. the company has a proven track record of bringing disruptive innovation to market and developing one ...