Customer Success Operations Specialist

About KEF

With over 65 years of innovation and audio expertise, KEF is a UK-founded premium audio brand renowned for designing high-performance wireless and traditional HiFi speakers, subwoofers and headphones. Known for pushing the boundaries of sound engineering, KEF combines cutting-edge technology with elegant design to create exceptional listening experiences. KEF products are distributed globally and have received numerous international awards for sound quality, design and innovation. Part of the GP Industries Group, headquartered in Hong Kong, KEF is on an exciting growth journey and, with its strong product portfolio, has a significant opportunity to reach and engage a broader global consumer audience.

About The Role

The Customer Success Operations Specialist provides front-line pre-sales and post-sales support to customers across designated European markets, with opportunities to support cases across Asia.

The role combines product and connectivity support with ownership of customer cases involving RMA, spare-parts ordering, eCommerce enquiries and service coordination. Working closely with customers, distributors, dealers, service partners and internal teams, the position ensures cases are handled accurately, professionally and through to resolution.

The successful candidate will be technically capable, customer-focused and calm under pressure, with a collaborative, low-ego and team-oriented approach.

This is a hybrid role - minimum 3 days per week based in the Maidstone office (KENT)

Responsibilities:

• Provide front-line pre-sales and post-sales support through phone, email and live chat.
• Diagnose customer needs and provide clear product, technical and connectivity guidance.
• Take ownership of customer cases through to resolution or appropriate escalation.
• Handle complaints calmly and professionally, including difficult or sensitive cases.
• Coordinate RMA, spare-parts ordering, eCommerce enquiries and service-related follow-up.
• Work with distributors, dealers, authorised service partners and internal teams to resolve customer issues.
• Support distributor portal administration, including user access and redemption claim follow-up.
• Maintain accurate customer, case and order records in relevant systems.
• Escalate recurring product issues, field returns and quality feedback to the appropriate teams.
• Provide cross-market support across Europe and Asia, gaining exposure to different customers and service operations.
• Follow company policies, procedures, workflows and data-protection requirements.
• Share customer feedback and operational insights to support continuous improvement.
• Perform other reasonable duties as required.

Requirements:

• Fluent written and spoken English and French, plus either Dutch or German.
• Previous experience in Customer Success, Customer Service or technical support.
• Practical knowledge of HiFi, audio products or consumer-electronics connectivity is essential.
• Confident troubleshooting Wi-Fi, Bluetooth, home-networking and app-connectivity issues.
• Able to explain technical information clearly to non-technical customers.
• Customer-focused, calm and professional when handling complaints or difficult cases.
• Strong ownership, organisation, problem-solving and follow-up skills.
• Collaborative, dependable and comfortable supporting colleagues across markets.
• Proficient in Microsoft Office package, especially in Excel, PowerPoint and salesforce CRM system will be an advantage.

For more company and role details, please visit our website at https://uk.kef.com/.

Please send your full CV with current and expected salary by clicking "Apply".

KEF is an equal opportunity employer. All qualified applicants are considered without regard to race, sex, age, religion, sexual orientation, gender identity, national origin, status, or disability. Personal data will be kept confidential and used solely for recruitment. Application data will be retained for 12 months then destroyed.