Customer Service Representative

Collins McNicholas Recruitment & HR Services Group; Ireland; Hybrid; EUR 26,000 - 40,000; Full time

Benefits offered by this job

Flexible hours

Hybrid work environment

Comprehensive training and onboarding

Job summary

Collins McNicholas Recruitment & HR Services Group is partnering with a fast-growing B2B SaaS company to recruit Customer Success Agents based in Longford, Ireland. The role supports Danish, German, Polish, French, Czech, Spanish and Russian-speaking markets, with comprehensive training and clear career progression.

You will act as the primary contact for merchants on PCI compliance and platform usage, handling inquiries via phone, email, and chat, while collaborating with technical teams on

Qualifications

• Experience in customer-facing support or operations.
• Strong written and verbal English communication.
• Fluency in one or more target European languages.

Responsibilities

• Act as the primary contact for merchants on PCI compliance and platform usage.
• Respond to inbound merchant queries via phone, email, and chat.
• Guide merchants through PCI workflows, including SAQs and status updates.
• Explain compliance requirements, timelines, and platform notifications clearly.
• Assist merchants with basic ASV scan processes and status checks.
• Support onboarding and basic usage of cybersecurity tools in the platform.
• Accurately document interactions in the ticketing system and escalate when needed.
• Collaborate with technical teams following escalation and handoff processes.
• Participate in QA reviews and continuous improvement initiatives.

Skills

Multilingual communication

Written and spoken English

Danish language

German language

Polish language

French language

Czech language

Spanish language

Russian language

Job description

Excellent opportunity to join a fast-growing B2B SaaS company in the cybersecurity and payments space. We are hiring multiple Customer Success Agents to support Danish / German / Polish/ French/ Czech/ Spanish and Russian-speaking markets as part of a growing Customer Operations team based in Longford.

This multinational organisation is establishing its EMEA headquarters in Longford and offers comprehensive training along with strong career progression opportunities, permanent contracts and hybrid working.

As a Customer Success Agent, you will be responsible for:

• Acting as the primary point of contact for merchants seeking assistance with PCI compliance and platform usage
• Responding to inbound merchant queries via phone, email, and chat in a professional and timely manner
• Guiding merchants through PCI compliance workflows, including SAQs, validation steps, and status updates
• Explaining compliance requirements, timelines, and platform notifications in clear, non-technical language
• Assisting merchants with basic ASV scan processes, including initiating scans and checking scan status
• Supporting onboarding and basic usage of cybersecurity tools available through the company's platform
• Accurately documenting all interactions within the ticketing system and escalating issues where required
• Working closely with technical teams by following defined escalation and handoff processes
• Participating in quality assurance reviews, coaching sessions, and continuous improvement initiatives

The ideal Customer Success Agent will be:

• Excellent in written and verbal communication through English
• Fluent and professional in any of the following: Danish / German / Polish/ French/ Czech/ Spanish or Russian
• Experienced in customer-facing support, service, or operations roles in retail, hospitality, banking or customer service
• Detail-oriented, reliable, and committed to delivering a high-quality customer experience

What's on offer:

• Clear career progression pathways into senior support, technical, customer success, or cybersecurity-focused roles
• Comprehensive training in PCI compliance, cyber risk, and security tooling
• Opportunity to join a company at an early stage of international growth
• A collaborative, supportive working environment with strong learning and development opportunities
• Flexible hours

For more information or a confidential discussion about this Customer Success Agent, contact Michelle Miley at 090 6450667