Customer Engagement Leader - SaaS Support & Growth

HR Duo, Ltd.; Ireland; Hybrid; EUR 50,000 - 70,000; Full time

Benefits offered by this job

25 days annual leave

Training & Development Programmes

Generous Health & Wellbeing budget

Flexible working hours

Job summary

A leading customer engagement firm in Ireland is seeking a Customer Engagement Manager to oversee daily operations and ensure excellent service delivery. You will lead a team of Customer Engagement Specialists, manage escalations, and maintain operational efficiency, while fostering a positive team environment. The ideal candidate has 1-2 years of B2B SaaS experience and possesses strong leadership and decision-making skills. This hybrid role promotes a healthy work-life balance with significant growth opportunities.

Qualifications

• 1-2 years of experience in B2B SaaS Customer Support or Success.
• Proven ability to manage workflows and monitor SLAs.
• Strong decision-making skills and capability to manage escalations.
• Commitment to support the team's growth and career progression.

Responsibilities

• Lead daily operations of the customer support function.
• Manage and inspire a high-performing team of specialists.
• Own operational efficiency ensuring SLAs are consistently met.
• Serve as the primary escalation point for customer queries.

Skills

Customer Service

Customer retention

Customer Success

Organisation

Communication

Management

Leadership

Job description

A leading customer engagement firm in Ireland is seeking a Customer Engagement Manager to oversee daily operations and ensure excellent service delivery. You will lead a team of Customer Engagement Specialists, manage escalations, and maintain operational efficiency, while fostering a positive team environment. The ideal candidate has 1-2 years of B2B SaaS experience and possesses strong leadership and decision-making skills. This hybrid role promotes a healthy work-life balance with significant growth opportunities.