Professional, Customer Service Operations

Join Under Armour as a Professional in Customer Service Operations

Values & Innovation

At Under Armour, we are committed to empowering those who strive for more. Our values – Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes, and Stand for Equality – serve as both a roadmap for our teams and the qualities expected of every teammate. These values define and unite us, acting as the red thread that connects everyone at Under Armour. They are our rallying cries, reminding us why we're here and fueling everything we do.

Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further – no matter your role. That means developing, delivering, and selling state-of-the-art products and digital tools that make top performers even better.

Purpose of Role

Under Armour is looking for a talented and motivated professional to manage the day-to-day customer service operations for our e-commerce and marketplace channels for the EMEA region. As E-commerce Customer Service Operations Professional, you will own the customer service operations by ensuring that the tools, procedures, and processes are relevant, efficient, and optimized. In this role, you’ll contribute to the improvement of our customer journey and help to build an elevated post-purchase experience for our Under Armour consumers. This position will directly report into the E-commerce Customer Service Manager EMEA and team to drive continuous improvement initiatives, handle complex customer issues, and optimize operational workflows.

Your Impact

• Prepare weekly/monthly performance reports, including metrics, performance, trends, and recommendations to the Customer Service Manager and other relevant stakeholders.
• Collaborate with DTC Analytics to evolve and automate data reports and dashboards using tools such as Tableau, Power BI, and advanced Excel to improve reporting quality and actionable insights.
• Utilize CRM and CX tools such as Salesforce to manage customer interactions and feedback.
• Analyze and document processes to drive improvements while ensuring customer service efficiency and effectiveness.
• Develop and maintain templates to enhance first-time resolution.
• Monitor and improve CX metrics including Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), and apply customer journey mapping techniques to identify pain points and optimize the post-purchase experience.
• Create knowledge-based articles on customer complaints to enable customer service business partners to handle queries more efficiently.
• Maintain accurate and comprehensive information on our FAQ and Help Center, collaborating with UX and On-site Content teams for improvements.
• Implement moderation policies and respond to customer reviews on our website, social media, and other online platforms.
• Partner cross-functionally in projects and initiatives to improve the overall customer service experience, ensuring alignment with other departments such as Digital Product, Technology, and Engineering teams to implement new features, functionalities, and system enhancements to facilitate and increase efficiency in managing customer service queries.

Qualifications

• Bachelor’s degree in business administration, management, or a related field.
• 2-3 years of customer service experience or data analytics.
• Fluency in English as well as 2-3 European languages, both verbal and written.
• Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Excellent organizational skills.
• High level of attention to detail and accuracy.
• Ability to work efficiently with a digital team in a fast-paced environment, manage multiple priorities, and meet deadlines.
• Deep understanding of online consumer and purchase behavior. Experience in the sport or fashion industry is a plus.
• Knowledge of process improvement methodologies including Lean, Six Sigma.
• Proficient in data tools such as Tableau, Power BI, and advanced Excel.
• Proficient in SAP and Salesforce Service Cloud systems.
• Proficient in Microsoft Office Programs.

Base Compensation

€46,857.17-€58,571.46 EUR

Most new hires fall within this range and have the opportunity to earn more over time. Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience for the position. UA is committed to helping our teammates succeed and advance in their careers. Base salary is only one component of our competitive Total Rewards package.

Benefits & Perks

• Paid “UA Give Back” Volunteer Days: Work alongside your team to support initiatives in your local community.
• Under Armour merchandise discounts.
• Health & fitness benefits, discounts, and resources – programs to promote physical activity and overall well-being.
• Hybrid work.
• 28 days holiday.
• Teammate Resource Groups (e.g. Green Machine, Sustainability, LGBTQIA+, Women in Leading and Living, Balance for mental health and wellbeing, etc.).
• Human Performance Institute (Gym) on site.
• Local language course when moving from abroad.