Customer Operations Senior Specialist

Job Description

Company Description

We're ASOS, the online retailer for fashion lovers all around the world.

We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you're free to be your true self without judgement, and channel your creativity into a platform used by millions.

Everyone needs some help showing up as their best self. We're Disability Confident Committed - let our Talent team know if you need any reasonable adjustments throughout the recruitment process.

Job Description

As a Senior Customer Operations Specialist, you’ll play a key role in delivering exceptional customer experiences while supporting the wider team through coaching, guidance, and operational insight.
You’ll be a role model in live chat excellence, championing a positive mindset and service-first
culture. Alongside resolving customer queries, you’ll support the Team Leader in driving
performance, sharing best practices, and helping shape continuous improvement across the
outsourced estate.

The Details

• Deliver high-quality, responsive support through live chat, consistently reflecting ASOS’s tone of voice and brand values.
• Resolve customer queries with empathy, clarity, and efficiency—creating moments that matter.
• Use personalisation tools to tailor responses and elevate customer satisfaction.
• Coaching & Team Support
• Act as a go-to for peers, offering guidance and informal coaching to help improve chat quality and customer outcomes.
• Support the Team Leader with onboarding, buddying, and sharing best practices across the team.
• Champion a positive mindset and customer-first approach, helping to embed a culture of service excellence.
• Voice of the Customer & Insight: Capture and surface customer feedback, pain points, and emerging trends in real time.
• Contribute to Voice of the Customer (VoC) programs and CX sprints, sharing frontline insights to shape improvements.
• Operational Contribution: Help develop and refine playbooks by documenting successful approaches and identifying repeatable solutions.
• Collaborate with cross-functional teams to test new tools, processes, and technologies.
• Use performance dashboards and QA feedback to support team improvement and
• consistency.
• Innovation & Continuous Improvement: Actively participate in pilot programs and model office initiatives, providing feedback on usability and customer impact.
• Embrace a test-and-learn mindset, experimenting with tone, tools, and workflows to improve service delivery.
• Share learnings with peers and leaders to help scale what works across the estate.

We believe being together in person helps us move faster, connect more deeply, and achieve more as a team. That’s why our approach to working together includes spending at least 3 days a week in the office. It’s a rhythm that speeds up decision-making, helps ASOSers learn from each other more quickly, and builds the kind of culture where people can grow, create, and succeed.

Qualifications

About You

• Proven experience in a customer care or complaints handling role.
• Strong written and verbal communication skills.
• Empathetic, calm, and solutions-focused under pressure.
• Passionate about delivering great customer experiences and supporting others to do the same.
• Comfortable using data and feedback to improve performance.
• Skilled in multitasking, tone adaptation, and problem-solving in fast-paced environments.
• Naturally collaborative, curious, and proactive in driving continuous improvement.
• Experience mentoring or coaching peers is a plus.

Additional Information

BeneFITS’

• Employee discount (hello ASOS discount!)
• Employee sample sales
• 25 days paid annual leave + an extra celebration day for a special moment
• Private medical care scheme
• Fixed Annual Payment in addition to your salary each year, it's just an extra thank you from us
• Opportunity for personalised learning and in-the-moment experiences that enable you to thrive and excel in your role.

Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.