Customer Service Representative

Altanovo; Dublin; Hybrid; EUR 35,000 - 37,000; Full time

Benefits offered by this job

Health cover

Pension

25 days annual leave + public holidays

Gym membership reimbursement

Job summary

101domain, part of the Altanovo group, is launching its first customer service team in Dublin. You will be among the two founding members, trained in person and gradually growing into an independent part of the global support team.

The role focuses on helping customers with domain registrations, renewals and DNS, plus related products like SSL, Website Builder and Google Workspace. Start date planned for January 4, 2027.

Qualifications

• 3+ years in customer service or technical support
• Solid understanding of domains and DNS or strong technical aptitude
• Excellent written and spoken English
• Strong problem-solving and attention to detail
• Ability to handle multiple conversations simultaneously in a busy environment
• Independent work after training; knows when to upscale

Responsibilities

• Support customers by phone, live chat, email and ticket from start to finish
• Guide customers through domain registration, renewals, transfers, DNS, and DNSSEC
• Address transfer questions (status, authorisation codes, locks, common failure reasons)
• Review orders, verify accounts and payments, flag fraud
• Complete automated tasks and route exceptions to internal teams
• Recommend products and services based on customer needs
• Collaborate with Sales, Customer Success, Fulfilment, Transfers and Billing
• Document interactions and follow up until resolved

Skills

3+ years of experience

Domain/DNS knowledge

Excellent written and spoken English

Problem-solving

Stay calm under pressure

Independent when trained

Education

Leaving Certificate or equivalent

Tools

Jira

Confluence

LiveChat

Google Workspace

8x8

Job description

About us

101domain is a domain registrar and internet infrastructure company that helps businesses register, manage and protect their domain names around the world. We're headquartered in California and part of the Altanovo group.

We're building our first customer service team outside our California headquarters, and you'd be one of its two founding members in Dublin. You'll be trained in person by an experienced team lead from our headquarters, then grow into a trusted, independent part of our global support team.

WE ARE PLANNING FOR THE ROLE TO START 4 JANUARY 2027

The role

As a Customer Service Representative, you'll be the first point of contact for our customers by phone, email, ticket and live chat. You'll help them with domain registrations, renewals, transfers and DNS, and with our other products, including SSL certificates, Website Builder and Google Workspace.

This is a technical support role. You'll learn the domain lifecycle inside out, solve real problems for businesses, and recommend the products and services that fit their needs. You'll also help keep our platform safe by reviewing orders and spotting potential fraud.

What you'll do

• Support customers by phone, live chat, email and ticket, and resolve their issues from start to finish
• Guide customers through domain registration, renewals, transfers, DNS records, nameservers and DNSSEC
• Help with transfer questions, including status, authorisation codes, locks and common failure reasons
• Review incoming orders, verify accounts and payments, and flag potentially fraudulent activity
• Complete automated fulfilment tasks and pass exceptions to the right internal team
• Recommend products and services that fit what customers need, such as additional domains, multi-year renewals, private registration and SSL certificates
• Work closely with our Sales, Customer Success, Fulfilment, Transfers and Billing teams
• Record every interaction accurately and follow up until each request is fully resolved

What you'll bring

• 3+ years' experience in customer service, technical support or a contact centre
• A solid understanding of how domains and DNS work, or strong technical aptitude and a real interest in learning
• Excellent written and spoken English
• Strong problem-solving skills and attention to detail
• The ability to handle several conversations at once and stay calm in a busy environment
• The confidence to work independently once trained, and to know when to upscale
• A Leaving Certificate or equivalent

Nice to have: experience at a domain registrar, hosting or web services company, and familiarity with Jira, Confluence, LiveChat, 8x8 or Google Workspace.

Pay and benefits

• Salary: €35,000 starting, rising to €37,000 after you successfully complete probation
• Commission: eligible after probation
• Quarterly bonuses: discretionary, paid each quarter
• Health cover: private medical and dental insurance with VHI for you and your family
• Pension: company pension plan with employer contributions
• Time off: 25 days' annual leave plus public holidays, and 10 paid sick days
• Wellbeing: gym membership reimbursement

How you'll work

You'll work Monday to Friday in our Dublin office for your first three months while you train with our team lead. After that, you'll move to a hybrid schedule, typically two days in the office and three days remote. The role also includes a rotating weekend shift of 2-3 hours.