
Job description
As a Sr. Customer Support Specialist, you will be responsible for managing outsourced call center partners and leading initiatives to continuously improve customer experience. You will collaborate with internal teams and external partners to ensure effective vendor governance and service delivery.
Manage outsourced call center partners, resolve customer escalations, own forecasting of customer contact volumes, track and manage costs, drive optimal delegation of tasks to vendors, and lead vendor governance.
This role requires a strong understanding of call center and repair center operations, as well as the ability to manage vendors in a dynamic business environment. You will have the opportunity to plan and execute new service offerings for iRobot products in Japan and possibly expand it to global.
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Consumer Goods • Manufacturing
iRobot is a global consumer robotics company that designs and manufactures intelligent home robots, best known for its pioneering Roomba vacuum cleaner introduced in 2002. The company’s portfolio spans advanced cleaning, mapping, and navigation technologies, enabling a range of autonomous devices that simplify home maintenance and promote healthier living environments. iRobot’s engineering focus on reliability, user-friendly interfaces, and continuous innovation has positioned it as a leader in the consumer robotics market, with millions of units sold worldwide. Beyond its products, iRobot maintains a strong commitment to diversity, equity, and inclusion, ensuring that all employees and applicants are treated with respect and given equal opportunity.