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- Tasks: Lead critical situations to resolution and drive continuous service improvement.
- Company: Join nShift, a global leader in cloud delivery management solutions.
- Benefits: Hybrid working environment, competitive salary, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace with a focus on collaboration and innovation.
- Why this job: Shape the future of shipping while making a real impact on customer experience.
- Qualifications: 3+ years in managing critical incidents and strong stakeholder management skills.
The predicted salary is between 50000 - 65000 ÂŁ per year.
About Us
nShift is the leading global provider of cloud delivery management solutions (SaaS). We enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 500 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania. Our software is used by many of the world leading e‑commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors! If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.
Purpose of Role
As a Critical Situation Manager, you will lead critical situations to a satisfactory resolution and ensure that post‑escalation reviews drive continuous service improvement and prevent repeat issues. This is a new role, offering the opportunity to shape and define this key function across the business. The role is critical to nShift’s customers, as the impact of being unable to ship is significant. Your ability to quickly align the right people and actions will directly influence customer trust and experience. You will work closely with Support, Product, Engineering, Customer Management, and Professional Services teams, as well as engage with the Sales organisation and customers as the voice of nShift during critical situations. This role is based in a hybrid working environment and is published across multiple locations: Stockholm, London, Aarhus, and Tilburg.
About You
You are calm, structured, and confident in high‑impact situations. You bring clarity where there is uncertainty and help teams focus on what matters most. You take ownership of outcomes while working collaboratively across teams, building alignment and momentum to resolve complex challenges. You are comfortable engaging with senior stakeholders and customers, communicating clearly and building trust even when situations are evolving. You are action‑ and data‑oriented, with a strong ability to prioritise and drive progress. You document and execute clear action plans, ensuring that learnings from escalations are captured and followed through. You have a strong sense of responsibility and take pride in resolving critical situations effectively, while continuously improving how we work as an organisation.
Overall Responsibility
- Lead and coordinate critical situations through to timely and satisfactory resolution
- Act as the voice of the customer during escalations
- Align and mobilise cross‑functional teams to resolve issues efficiently
- Ensure structured follow‑up through post‑escalation reviews
- Drive continuous improvement to reduce repeat incidents
The area of responsibility includes:
- Managing and resolving critical customer‑impacting situations
- Orchestrating collaboration between Support, Product, Engineering, Customer Management, and Professional Services
- Communicating clearly and proactively with customers and internal stakeholders
- Creating and executing action plans during incidents
- Conducting post‑incident reviews and ensuring accountability for follow‑up actions
- Providing insights and reporting to reduce future escalations
- Building strong cross‑functional relationships and influencing stakeholders
- Driving improvements in customer experience and service quality
Competence And Experience
- 3+ years of experience managing critical incidents, escalations, or high‑impact customer situations
- Fluency in English; additional local language skills are a strong advantage
- Experience in B2B SaaS, technology, or logistics software environments
- Strong stakeholder management and influencing skills across functions
- Ability to operate effectively in high‑pressure, fast‑paced environments
- Data‑driven and action‑oriented mindset
- Resilience and ability to work autonomously while collaborating across teams
- Customer‑focused approach with a passion for delivering excellent service
At nShift we believe in embracing diversity in all forms and fostering an inclusive environment for everyone which we believe is essential for our continued success. We're an equal‑opportunity employer which means that all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.
Critical Situation Manager in London employer: nShift
Contact Detail:
nShift Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Critical Situation Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at nShift. A friendly chat can open doors and give you insights that might just help you land that Critical Situation Manager role.
✨Tip Number 2
Prepare for the interview by practising situational questions. Think about how you would handle critical incidents and be ready to share examples from your past experiences. We want to see your calm and structured approach in action!
✨Tip Number 3
Show us your data-driven mindset! Be ready to discuss how you've used data to drive improvements in customer experience or resolve issues. This will highlight your action-oriented approach, which is key for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the nShift team and shaping the future of shipping with us.
We think you need these skills to ace Critical Situation Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Critical Situation Manager role. Highlight your experience in managing critical incidents and how you've successfully resolved high-impact situations in the past. We want to see how you can bring your unique skills to our team!
Showcase Your Communication Skills: Since this role involves engaging with various stakeholders, it's crucial to demonstrate your communication prowess. Use clear and concise language in your application, and provide examples of how you've effectively communicated during critical situations. We love a good storyteller!
Highlight Your Problem-Solving Abilities: We’re looking for someone who can think on their feet! In your application, share specific instances where you've taken ownership of complex challenges and led teams to successful resolutions. Show us how you can bring clarity to chaos!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. Plus, it shows you’re keen on joining our nShift family!
How to prepare for a job interview at nShift
✨Know the Company Inside Out
Before your interview, make sure you research nShift thoroughly. Understand their cloud delivery management solutions and how they impact e-commerce and logistics. This knowledge will help you demonstrate your genuine interest in the company and its mission.
✨Showcase Your Problem-Solving Skills
As a Critical Situation Manager, you'll need to handle high-pressure situations. Prepare examples from your past experiences where you've successfully managed critical incidents or escalations. Highlight your structured approach and how you brought clarity to complex challenges.
✨Communicate Clearly and Confidently
During the interview, practice clear and concise communication. Since this role involves engaging with senior stakeholders and customers, showcasing your ability to articulate thoughts effectively will be crucial. Don’t hesitate to ask clarifying questions if needed!
✨Demonstrate a Customer-Focused Mindset
nShift values a customer-centric approach. Be ready to discuss how you've prioritised customer needs in previous roles. Share specific instances where your actions led to improved customer experiences, as this will resonate well with the interviewers.